Senior Manager Customer Experience

Location: Bengaluru, India
Compensation: INR 2000000 - 3000000 per year

Senior Manager, Customer Experience
Company: Supertails, Bengaluru (in office)
Reports to: Head of Customer Experience
Teams you run: The order support desk, Clinic booking and calling team, Super companion team, Online consultation veterinary doctors, Sales teams along with Quality & Training and Analytics teams
About Supertails

Supertails is one of India's fastest-growing integrated pet-care platforms. We are not just an online store. We are building everything a pet parent needs in one place:

• A wide product catalogue across hundreds of brands

• India's largest digital pet pharmacy

• Vet consultations through a large team of in-house veterinarians

• A Fear-Free certified clinic network

• Express delivery in multiple cities

Every one of these businesses creates customer contacts: an order that is late, a prescription that needs a vet's sign-off, a clinic slot that has to be booked, a new pet parent who needs a hand in the first weeks. The Customer Experience team handles all of them.
Our CX team
Our CX team is not a cost centre that answers tickets. It is the part of the company that sees every broken process first, fixes it at the root, and turns the rest into bookings, repeat orders and reviews. We build a good part of our own tooling, and we use AI wherever it answers a customer faster and better than a queue would.
Over the last quarter the team cut contacts per 100 orders by 24% and cost per contact by 21%, mostly by fixing root causes upstream with supply chain and product and by moving simple contacts to bots. The next leg is harder. The contacts that remain need judgment, and the plan for the coming quarters assumes bots and automation carry more of the load with a team that does not grow with volume.
The role
We are looking for the second-most senior person in the function: someone who runs the operation day to day and builds the systems that make it cheaper and better every month.
You have run the morning queue review on Monday, shipped a Retool dashboard or a Claude Code script on Wednesday, and presented a cost-per-contact plan to leadership on Friday. That is the mix.
You will own all customer-facing support operations. Assistant managers and team leads report to you. You report to a product-minded CX leader and work daily with Product, Engineering, Supply Chain, Category and Marketing.
Pillar 1: Run the operation
You own the numbers and the people behind them.

• Numbers you own: contacts per 100 orders; cost per contact; resolution time and first response time; CSAT, answer rate and abandonment on inbound lines; schedule adherence and agent attrition; bookings per 100 tickets and show rate for clinic calling; recovered revenue and return on spends.

• Daily, weekly and monthly running of every pod: rosters, shrinkage, queue health, escalations, quality audits and coaching through the team leads.

• Seven-day coverage and festival-peak planning. You are the escalation point for outages, founder escalations, social media and consumer-forum complaints.

• A weekly operating review with a one-page view per pod: goal, actual, gap, and what changes this week.

• Hire and grow assistant managers, team leads and subject experts, and manage performance, including exits. Build a bench so no pod depends on one person.

• Make quality and training work for every pod, not only the biggest one: scoring for calls, chats and emails, calibration sessions, and feedback loops that change what agents do.

• Customer data handling on a pharmacy floor: call-recording consent, prescription data and the data protection law, agreed with Legal and enforced on the floor.

Pillar 2: Build the tools, the automation and the roadmap
You are not a full-stack engineer, but you are technical enough to ship on your own and you do not wait for engineering time.

• Build internal tools and dashboards with low-code platforms (Retool, Appsmith), AI-assisted development (Claude Code, Cursor) and cloud services (GCP Cloud Run, Firebase). Give leadership a live view of CX health and emerging issues.

• Own the integrations between our CX platforms (Nugget for tickets and bots, Ameyo and Exotel for telephony, or their equivalents), the CRM, and our analytics database, through APIs, webhooks and middleware.

• Prototype and ship the AI pieces: smart routing, auto-tagging, auto-refunds, agent assist, chatbot and voice-bot improvements. Own the bot and self-serve roadmap with Product: which contact types move, in what order, and what the quality bar is.

• Keep a CX technology roadmap tied to company goals: what to build, buy or shut down, and when. Decide on speed and plain economics.

• Drive cost per contact down through automation, self-serve and smarter routing, without giving up quality. Know what you would refuse to cut.

• Monitor system health, debug integration failures and keep the critical CX workflows up. Keep the documentation current.

Pillar 3: Fix the processes
You know what a good support floor looks like, from ticket routing to agent training to quality frameworks.

• Audit and redesign workflows across support, sales and onboarding to cut friction, shorten resolution and raise CSAT.

• Write and enforce the standard operating procedures for the messy cases: unresolved delivery tickets, refunds, resends, duplicate orders, prescription holds. Build them so they hold at twice today's volume.

• Keep a dated list of root-cause projects, each with an assumed and an actual impact on contacts per 100 orders, reviewed every week with Product, Supply Chain and Category. Be the person who shows up with the number that proves a customer problem exists.

• Manage the vendors: the outsourced calling partner, telephony, ticketing and bots. You own the service levels, the invoices and the renewals.

Pillar 4: Grow the revenue lines

• Clinic bookings from the calling team, Revenue recovery, proactive outreach, and upsell flows that customers thank us for.

• New channels (WhatsApp, in-app chat) and differentiated service by customer segment.

What the first 90 days look like

• Days 1 to 30: sit in every queue. Know every pod's volume, staffing, cost and quality by heart. Run the weekly review by week four.

• Days 31 to 60: publish the root-cause project list with owners and dates. Fix the two or three broken metric definitions that stop us reading our own numbers the same way twice. Ship one tool.

• Days 61 to 90: present the next quarter's plan for your pods: contacts, cost, quality, staffing and automation, with the assumptions written down and a view on what you would cut or add.

You should apply if

• You have 7 to 10 years in CX operations, CX technology, business operations or a hybrid role at a D2C, e-commerce, quick-commerce, consumer internet or healthcare company.

• You have managed managers, not only agents, on a multi-channel floor of 50 or more seats (voice, chat, email, bots). You have hired team leads.

• You have owned a cost line, not only a service level. You can explain cost per contact, how you brought it down, and what broke along the way.

• You build, you do not only manage tools. You have shipped internal tools, automated workflows or integrations on your own, using low-code platforms, APIs or scripting.

• You read your own data. Comfortable with SQL, spreadsheets and BI tools. You do not wait for an analyst to tell you what happened yesterday.

• You have configured, customised or integrated at least one CX platform: Nugget, Freshdesk, Zendesk, Intercom, Ameyo, Exotel, Genesys or similar.

• You can write a clear SOP, present a plan to leadership and explain a technical decision to a non-technical colleague, all in the same day. Plain, direct English. Hindi or Kannada helps on the floor.

• You are in Bengaluru and in the office with the team.

Good to have

• You have run a floor of 100 or more seats.

• You can deploy a small service on Cloud Run or its AWS equivalent and run a simple data pipeline.

• You have run an outsourced vendor or taken a team through a telephony or ticketing platform change.

• Pet care, healthcare or pharmacy experience, or any category where the customer is anxious and the stakes are real.

• Experience setting up a clinic or appointment-based calling team.

How we will assess you

• A 30-minute screening call on your operating history: teams, volumes, costs, tools you built, what you changed.

• A take-home case built on a closed past quarter's actuals (masked): a contact-mix, staffing and automation problem. You present your plan and defend it.

• Interviews with the Head of Customer Experience, Heads of Product and Supply Chain and a founder conversation.

What you will get

• A seat where you build, operate and plan at the same time. One approver.. You own the rest.

• Direct impact on how pet parents experience Supertails, from the first order to the clinic visit.

• A Bengaluru office with a team that likes being in the office together. Yes, there are office dogs.