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← Groupon

Customer Support Manager - Center Of Excellence

Groupon
Location
Bangalore (Gopalan Axis SEZ)
Posted
12 days ago
Department
Commercial
What they actually want (must-haves)
  • Bachelor's degree in a related field; advanced English (C1–C2)
  • Proven senior experience in customer support, escalations, or quality — handling complex, high-stakes cases independently
  • Exceptional written communication — human, specific, no templates
  • A root-cause mindset and sound, independent judgment
  • Comfort reading QA dashboards and case-trend data, and turning patterns into recommendations
  • Willingness to cross-train and certify across multiple functions
Nice to have
  • Familiarity with Groupon's markets and case-management systems
What the job really is

As a Customer Support Manager at Groupon's Center of Excellence in Bengaluru, you will handle high-stakes executive escalations, ensuring customer issues are resolved and root causes addressed. Your role involves auditing cases, making proactive outreach calls, and collaborating with various departments to improve processes. You will also utilize AI tools to enhance case resolution and maintain effective communication throughout the process.

Things to weigh
  • The role involves handling complex cases, which may lead to high stress.
  • No specific salary or benefits mentioned in the posting.
  • The position requires availability for U.S. shift hours, which may not suit all candidates.
Job score2.8/5
Benefits1/5
Freshness5/5
Career value4/5
Role clarity4/5
Pay transparency0/5

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