Sr. Manager Customer Support

Job Description: Sr. Manager - Customer Care Role Overview: Role: Sr. Manager – Customer Care Company: Hoora Technologies Pvt Ltd Location: Nagpur (In-office) Experience: 7+ years of experience in Customer Care / Support D Work Week: 6 days Travel: Limited.

About the Company Hoora is a full-stack vehicle care platform built to simplify how India maintains and manages its cars and bikes. Positioned as India’s #1 Car & Bike Care App , Hoora brings every essential automotive need into one seamless ecosystem. From doorstep car and bike wash to end-to-end service, insurance support, challan management, and a curated marketplace for products and accessories, Hoora functions as a complete 360° vehicle companion.

Powered by technology, on-demand logistics, and trained professionals, the platform replaces fragmented automotive experiences with one integrated solution. Hoora’s mission is simple: make vehicle ownership effortless, accessible, and reliable, whether it’s routine cleaning, urgent servicing, compliance needs, or upgrading your ride. Role Summary: Revamp Customer Care / Support process, introduce new tools and technology in the function, drive business, enhance pre & after sales services and support, resolve customer queries / issues, drive high customer satisfaction.

Inbound and outbound. Autocare, Partner Manager Services, D2C, Challan, Insurance. Roles & Responsibilities Act as a critical advocate for quality improvement and interact with stakeholders at multiple levels and dynamically lead business, product and operations teams to define and deliver solutions Execute quality monitoring requirements that deliver intent and customer satisfaction goals Improve customer service quality results by studying, evaluating, and re-designing processes.

Drive individual, team and department efficiency and productivity through effective and efficient metric management. Develop and execute to quality, process and contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence, C-Sat) Ensure ongoing success of quality or process improvement strategies across multiple data sources through metrics, measurement and analysis Translate customer critical quality characteristics to operational requirements and continuous improvement opportunities Provide authoritative advice and guidance to colleagues, including associate training, coaching or monitoring where appropriate Experience and knowledge of Customer Service operations and Resource Management/Force to Load modelling To manage daily activities to ensure smooth and good quality customer service delivery Good people management skills and able to work under pressure. Qualification / Prior Experience: Bachelor's / Masters degree in Management will be preferred.

Proven experience in a customer service management role Experience in implementation of customer support tools and technology. Strong leadership and team management skills Excellent communication and interpersonal skills Ability to handle high-pressure situations Customer-oriented mindset Strong analytical and problem-solving abilities Proficient in customer service software and tools