Job Description
Hoora is a full-stack vehicle care platform built to simplify how India maintains and manages its cars and bikes. Positioned as India s #1 Car & Bike Care App, Hoora brings every essential automotive need into one seamless ecosystem. From doorstep car and bike wash to end-to-end service, insurance support, challan management, and a curated marketplace for products and accessories, Hoora functions as a complete 360 vehicle companion. Powered by technology, on-demand logistics, and trained professionals, the platform replaces fragmented automotive experiences with one integrated solution. Hoora s mission is simple: make vehicle ownership effortless, accessible, and reliable, whether it s routine cleaning, urgent servicing, compliance needs, or upgrading your ride.
We are seeking an experienced Customer Support Manager to lead and oversee the customer support function while ensuring a high standard of service delivery. The role involves managing support operations, mentoring team members, optimizing processes, and driving customer satisfaction across all touchpoints in a fast-growing technology-driven environment.
- ead, manage, and mentor the customer support team to ensure efficient query resolution
- Oversee handling of customer interactions via calls, emails, and chat
- Ensure timely, accurate, and professional responses to customer issues
- Monitor team performance, SLAs, and customer satisfaction metrics
- Maintain and review CRM documentation, reports, and dashboards
- Handle escalations and coordinate with internal teams for resolution
- Train new team members and implement best customer service practices
- 3-6 years of experience in customer support with at least 1 year in a leadership/managerial role
- Strong verbal and written communication skills
- Excellent people management and problem-solving abilities
- Hands-on experience with CRM tools and reporting
- Ability to manage shifts, workloads, and performance targets
- Customer-centric mindset with a positive attitude
- Personal laptop and mobile phone (mandatory)
- Willingness to work in shifts
- Fluency in English, Hindi, and Marathi (additional languages are a plus)
Monday to Saturday- 10AM-7PM