Job Title: Customer Service Manager

Location: Divyasree Trinity Building, Hitech City Road, Phase 2, Madhapur, Hyderabad
Company: CareOff
Contact: 7794987070 | support@careoff.com

About CareOff

CareOff is a trusted platform connecting families with verified Caregivers, Babysitters, and Elder Care Companions. We ensure safety, reliability, and professional care through strict verification, training, and support systems.

We are expanding rapidly and seeking a strong Customer Service Manager to lead our customer success operations.

Job Description—Customer Service Manager Experience Required

• Minimum 7+ years of total customer service experience
  
  
• Minimum 4+ years of managerial/team lead experience
  
  
• Experience in high-volume consumer platforms (e.g., Urban Company, Swiggy, Zomato, service marketplaces) is preferred
  
  
• Strong experience in handling escalations, operations, and multi-team coordination
  
  

Key Responsibilities Team Leadership & Management

• Lead and manage the customer service team (executives + field coordination team)
  
  
• Plan schedules, allocate workloads, and ensure smooth day-to-day operations
  
  
• Train team members on communication, care quality, CRM usage, and SOP adherence
  
  
• Conduct performance reviews and track KPIs for support agents
  
  

Customer Handling & Escalation Management

• Manage critical escalations from both customers and caregivers
  
  
• Ensure customer issues are resolved quickly, professionally, and with empathy
  
  
• Maintain high customer satisfaction (CSAT) and TAT (turnaround time) metrics
  
  
• Review negative experiences and implement preventive action plans
  
  

Operational Excellence

• Monitor daily bookings, cancellations, mismatch cases, and service feedback
  
  
• Improve customer communication flows (calls, WhatsApp, SMS, notifications)
  
  
• Coordinate with operations, training, and verification teams
  
  
• Ensure all processes follow CareOff’s safety, compliance, and quality standards
  
  

Process Improvement

• Identify service gaps and build new SOPs to improve response time & service quality
  
  
• Standardize escalation flows and documentation
  
  
• Implement quality checks and continuous improvement initiatives
  
  

Reporting & Analytics

• Prepare daily/weekly/monthly performance reports
  
  
• Track booking success rate, issue patterns, SLA breaches, and team productivity
  
  
• Provide insights to business and product teams for decision-making
  
  

Skills Required

• Excellent communication in English, Hindi, and Telugu
  
  
• Strong leadership, people management & coaching ability
  
  
• Problem-solving mindset with ownership and accountability
  
  
• Ability to handle pressure, fast-moving operations, and multiple escalations
  
  
• Customer-first attitude with professional etiquette
  
  
• Knowledge of CRM tools, ticketing platforms, escalation workflows
  
  

Additional Requirements

• Well-groomed and professional behavior
  
  
• Flexible to work in shifts (if needed)
  
  
• Ability to coordinate with field staff, caregivers, training teams, and support teams
  
  

How to Apply

📧 Email: support@careoff.com

📞 Phone: 7794987070

📍 Venue: Divyasree Trinity Building, Plot No. 5 & 6, Hitech City Road, Madhapur, Hyderabad