Assistant Manager/ Deputy Manager

• 5 to 7 years
• The applicants should have experience in the following business area(s): Food (Packaged)/Beverage

• Bachelor/Honors

• 5 to 7 years
• The applicants should have experience in the following business area(s): Food (Packaged)/Beverage

• Age At least 27 years

Job Summary

We are looking for a dynamic, experienced, and customer-focused professional to lead our Customer Experience operations. The role will oversee Customer Support, Rider Support, Issue Resolution, and Order Management across Foodi's service channels. The ideal candidate will have strong operational expertise, people management capabilities, and a passion for delivering exceptional customer and rider experiences in a fast-paced environment.

Key Responsibilities

• Lead daily operations across Customer Support, Rider Support, Issue Resolution, and Order Management.

• Ensure timely and effective customer support across live chat, social media, and email.

• Oversee the resolution of order-related issues, including delays, cancellations, missing or incorrect items, delivery concerns, refunds, and payment issues.

• Manage team leads, customer support agents, trainers, and Quality Assurance (QA) personnel to ensure operational efficiency.

• Develop and monitor individual and team KPIs, performance scorecards, and service-level standards.

• Analyze operational reports, customer feedback, and performance trends to identify gaps and implement improvements.

• Handle complex customer and rider complaints and ensure timely and appropriate resolutions.

• Establish and maintain quality assurance standards, SOPs, escalation guidelines, and knowledge bases.

• Plan workforce requirements, shift schedules, and workload allocation based on operational demands.

• Lead coaching, training, performance reviews, and development initiatives for team members.

• Coordinate with Delivery Operations, Business Development, Product, Technology, Accounts, Marketing, and other relevant departments to improve service delivery.

• Identify recurring issues, conduct root-cause analysis, and drive continuous operational improvements.

• Ensure effective handling of customer and rider information in accordance with company policies.

Requirements

• Bachelor's degree in any discipline from a reputed university.

• 5–7 years of relevant experience in Customer Experience, Customer Service, Customer Support, or Contact Center Operations.

• At least 2 years of experience in a team leadership or managerial role.

• Proven experience managing customer support teams and multi-channel service operations.

• Strong knowledge of customer service KPIs, including CSAT, FCR, SLA, response time, resolution time, and QA scores.

• Experience in performance management, workforce planning, reporting, and operational analysis.

• Strong leadership, communication, problem-solving, and decision-making skills.

• Proficiency in MS Office, particularly Excel, and customer support/CRM tools.

• Ability to work under pressure and manage high-volume operations in a fast-paced environment.

Preferred Qualifications

• Experience in e-commerce, food delivery, logistics, or technology-driven service platforms.

• Experience managing both customer and rider support operations.

• Familiarity with CRM platforms, ticketing systems, live chat tools, and support automation.

• Experience in quality assurance, training, and process improvement initiatives.

What We Are Looking For

• Strong leadership and people management capabilities.

• Customer-first mindset with excellent conflict resolution skills.

• Data-driven approach to performance monitoring and decision-making.

• Ability to take ownership of complex operational challenges.

• Strong cross-functional collaboration and stakeholder management skills.

• A proactive mindset with a focus on continuous improvement and service excellence.

• Insurance,Weekly 2 holidays
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2