Assistant Manager - Customer Experience

Job Title: Assistant Manager CX

Location: MIDC, Andheri East

Experience: Min 5 Years

Website: https://www.lovelocal.in

About LoveLocal:

LoveLocal is Indias leading freshness q-commerce app that is revolutionising how India shops locally for fresh groceries by digitizing trusted neighbourhood retailers. LoveLocal specializes in categories where freshness and quality matter fruits & vegetables, meat & fish, groceries and more.

LoveLocal is looking for an Assistant Manager Customer Experience to lead and scale our customer support operations. The role requires strong experience in team handling, KPI management, and process excellence across chat and voice support in a high-volume Quick Commerce or E-commerce environment.

Key Responsibilities:

Manage and lead a large CX team (2050+ agents) handling chat and call support

Drive performance on core CX KPIs: AHT, FCR, CSAT, NPS, QA scores

Monitor agent productivity, adherence, and queue management

Conduct regular coaching, feedback, and performance reviews

Work on process improvements and customer journey optimization

Collaborate with Product, Ops, Tech, and Supply teams

Handle escalations, RCA, and SOP adherence

Prepare daily, weekly, and monthly performance reports

Support hiring, onboarding, and training initiatives

Requirements:

47 years of experience in Customer Experience / Customer Support

Mandatory experience in Quick Commerce or E-commerce

Proven people management experience (mid-to-large teams)

Hands-on experience with chat & voice support

Strong command over AHT, FCR, CSAT, NPS

Experience with CRM and ticketing tools

Excellent communication and stakeholder management skills

Good to Have

Experience in hyperlocal / last-mile delivery ecosystems

Exposure to CX automation or tooling

Experience in shift-based / 24x7 operations