Customer Experience Manager at Pharmarun

Role Overview

• The Customer Experience (CX) Manager will own, lead, and continuously improve the end-to-end customer experience. This role oversees Customer Service Agents and the QA function, ensuring customer interactions are consistent, high-quality, compliant, and aligned with the company’s service standards.
• Reporting directly to the Co-Founders, the CX Manager will combine strong leadership, data-driven decision-making, and deep customer empathy to build a high-performing CS team that drives customer satisfaction, loyalty, and retention.

Key Responsibilities
Leadership, Team & QA Management:

• Lead, manage, and inspire Customer Service Agents and QA personnel to consistently deliver excellent customer experiences.
• Recruit, onboard, train, and continuously develop CS and QA team members.
• Set clear performance expectations, conduct regular performance reviews, and provide ongoing coaching and feedback.
• Establish strong feedback loops between QA and CS to drive continuous learning and performance improvement.
• Address performance gaps decisively while maintaining a supportive, high-accountability culture.

Quality Assurance (QA) Ownership:

• Design, implement, and manage a robust QA framework for customer service operations.
• Define quality benchmarks, evaluation scorecards, and audit processes across all customer support channels.
• Review QA audits to identify trends, coaching needs, and systemic issues.
• Ensure adherence to SOPs, internal policies, regulatory requirements, and brand standards.
• Use QA insights to influence agent training, process improvement, and CX strategy.

Customer Experience Strategy & Execution:

• Develop and execute a CX strategy focused on customer satisfaction, loyalty, and retention.
• Own and continuously optimize customer journeys across all channels (calls, chat, email, app, social media, etc.).
• Serve as the final escalation point for complex, sensitive, or high-impact customer issues.
• Ensure customer feedback is systematically captured, analyzed, and translated into actionable improvements.

CRM Ownership & Data Management:

• Own and actively use the company’s CRM tool to manage customer interactions, tickets, escalations, and reporting.
• Ensure all CS agents fully adopt CRM best practices and maintain accurate, up-to-date customer records.
• Use CRM data to track performance, identify trends, and drive operational and quality improvements.
• Partner with relevant teams to optimize CRM workflows, automations, and reporting dashboards.
• Experience using Zoho CRM is a strong added advantage.

Performance Management, Metrics & Reporting:

• Define, track, and optimize CX and QA KPIs including CSAT, NPS, Quality Scores, First Response Time , Resolution Time, Escalation Rate, and backlog health.
• Build reporting rhythms and dashboards to monitor both operational efficiency and service quality.
• Present clear, insight-driven performance reports and recommendations to the Co-Founders.

Process Improvement & Cross-Functional Collaboration

• Develop, document, and continuously improve SOPs, playbooks, and QA guidelines.
• Work closely with Product, Engineering, Operations, and Growth teams to resolve root-cause customer issues.
• Champion the “voice of the customer” internally using insights from CRM data, QA audits, and customer feedback.
• Drive initiatives that reduce repeat complaints and improve service consistency.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Communications, Management, or a related field (preferred).
• Minimum of 8 years’ experience in Customer Service / Customer Experience, with at least 4years in a leadership role.
• Proven experience managing CS teams and QA processes.
• Prior experience using CRM tools is mandatory; Zoho CRM experience is an added advantage.
• Experience working closely with founders or senior leadership is a strong plus.
• Startup, tech, health-tech, logistics, or fast-growth environment experience is desirable.

Required Skills & Competencies:

• Strong people leadership, coaching, and performance management skills
• Deep understanding of customer service quality assurance frameworks
• Mandatory hands-on experience using CRM tools for customer support operations
• Strong analytical and problem-solving skills
• Excellent communication, stakeholder management, and conflict resolution abilities
• High ownership mindset with the ability to operate in a fast-paced environment