Assistant Manager, Digital Customer Care

Job Description About the role We are looking for a Customer Care Manager (Assistant Manager) who is both a hands-on operator and systems thinker to lead and optimize our customer care function. You will manage a team of ~10 agents while continuously improving how we operate — from response quality and tools automation. This role is not just about maintaining service levels, but about identifying gaps, driving efficiency, and scaling customer experience through systems and structure. You will work directly with the business lead and play a key role in shaping how customer care evolves as a high-performing, responsive, and customer-obsessed function. Key Responsibilities 1. Team Management & Operational Excellence · Manage and oversee daily operations of member customer care team · Ensure consistent performance across key service metrics (e.g. response time, resolution time, quality) · Provide hands-on guidance, coaching, and real-time problem solving when needed 2. Process Optimization & Efficiency · Identify gaps in current workflows and implement improvements (processes/ tools) to increase efficiency and consistency · Design, refine, and enforce SOPs to standardize responses and reduce operational friction · Work closely with internal stakeholders to implement new tools or enhancements 3. Channel Expansion · Oversee existing email support channel and lead the rollout of new customer care channels (e.g. live chat) · Ensure new channels are operationally sound, efficient, and aligned with service standards 3. Customer Experience & Problem Solving · Act as a key escalation point for complex customer issues · Ensure responses are not only accurate but also customer-centric and solution-oriented Qualifications Requirements · 3–6 years of experience in customer operations, with proven experience managing and stabilizing a frontline team · Demonstrated ability to drive team performance, enforce accountability, and maintain operational discipline in a high-volume environment · Strong hands-on operator — willing to be involved in day-to-day execution, escalation handling, and team follow-ups · Experience in process improvement and workflow optimization, with a practical (not theoretical) approach · Strong judgment in identifying gaps in operations and taking decisive action to resolve issues quickly · Comfortable working in a flat structure with high ownership and minimal layers of management · High level of ownership, resilience, and consistency in follow-through · Familiarity with customer service tools (e.g. Zendesk, Intercom, Freshdesk or similar) · Experience implementing automation, workflows, or chatbot solutions · Exposure to setting up or scaling new support channels (e.g. live chat) · Experience working in lean teams or startup environments