Customer Experience Manager

Job Title: Customer Experience Manager Company: Deconstruct Location: HSR Layout, Bangalore Work Mode: Work From Office – 6 Days Experience: 5 years Educational Qualifications: Bachelor’s degree in business administration, Marketing, or a related field. About Deconstruct: Deconstruct is a dynamic and fast-growing brand committed to delivering high-quality skincare solutions rooted in transparency and science. We value exceptional customer experiences and are looking for talented individuals to join our support team and be the voice of Deconstruct for our valued customers.

Role Summary: We are seeking a proactive Customer Experience Manager to support and enhance our customer service operations. The ideal candidate should have experience managing multi-channel support (chat, email, and voice), optimizing workflows, and improving customer satisfaction. Proficiency in CRM tools, data analysis, and team coordination is essential.

Key Responsibilities: Team Leadership & Operations: Lead, mentor, and manage the customer support team to deliver exceptional service quality. Define KPIs, SLAs, and performance benchmarks for the support function. Conduct regular performance reviews, coaching sessions, and training programs.

Ensure adequate staffing, scheduling, and workload distribution. CRM & Process Optimization: Own and manage CRM platforms and Excel platforms. Optimize workflows, automation, ticketing systems, and reporting dashboards within CRM tools.

Drive CRM adoption across the team and ensure accurate data capture and hygiene. Collaborate with tech/product teams for CRM integrations and enhancements. Customer Experience & Quality Assurance: Monitor customer interactions to ensure quality standards and compliance.

Implement customer feedback loops (CSAT, NPS) and drive continuous improvements. Resolve escalations and ensure timely closure of critical issues. Identify trends and proactively address recurring customer concerns through chats, emails, voice and non-voice processes.

Reporting & Analytics: Track and analyze key support metrics such as response time, resolution time, CSAT, and ticket volume. Generate regular MIS reports and actionable insights for leadership. Use data to drive decision-making and improve support efficiency.

Cross-functional Collaboration: Work closely with Product, Sales, and Operations teams to improve overall customer experience. Act as the voice of the customer within the organization. Support product improvements by sharing customer insights and feedback.

Experience: 4–7 years of experience in customer support/customer success roles. Minimum 3–4 years in a managerial or team leadership role. Strong hands-on experience with CRM platforms and support tools.

Technical & Functional Skills: Experience with ticketing systems. Strong understanding of customer lifecycle management and support workflows. Proficiency in data analysis, reporting, and dashboard creation.

Behavioral Competencies: Excellent communication and interpersonal skills. Strong problem-solving and decision-making ability. Customer-first mindset with high ownership and accountability.

Ability to thrive in a fast-paced, dynamic environment.