Customer Support Manager - Center Of Excellence

Groupon
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Ownership","Root-cause thinking","Independent judgment","Written communication","Follow-through","Collaboration","Cross-training","Phone-facing customer communication"]

Own the highest-stakes customer escalations end-to-end for Groupon’s new Center of Excellence in Bengaluru. Triage and resolve complex cases, audit repeat-contact and flagged issues, and turn findings into actionable policy/process improvements. Lead recovery outreach, callbacks, mystery shopping, and verification of follow-ups across escalation channels (including social). Partner with Process, QA, Product, Legal/Compliance, and Merchant Operations, and cross-train using Groupon’s AI toolkit and case-management workflows.

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FursaFursa
Groupon
Groupon
1 day ago

Customer Support Manager - Center Of Excellence

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Last checked: 6 hours agoStatus: Live

Job Summary

Own the highest-stakes customer escalations end-to-end for Groupon’s new Center of Excellence in Bengaluru. Triage and resolve complex cases, audit repeat-contact and flagged issues, and turn findings into actionable policy/process improvements. Lead recovery outreach, callbacks, mystery shopping, and verification of follow-ups across escalation channels (including social). Partner with Process, QA, Product, Legal/Compliance, and Merchant Operations, and cross-train using Groupon’s AI toolkit and case-management workflows.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Own executive escalations end-to-end, resolving the customer issue and the underlying root cause.
  • •Audit flagged and repeat-contact cases to identify what’s really going on.
  • •Convert casework into policy and process recommendations and help implement them.
  • •Conduct proactive outbound calls including recovery outreach, mystery shopping, and callbacks; verify promised follow-ups.
  • •Own escalation channels (including social media and other overflow queues) and partner with Process, QA, Product, Legal/Compliance, and Merchant Operations.

Key Requirements

  • •Bachelor’s degree in a related field and advanced English (C1–C2).
  • •Proven senior experience in customer support, escalations, or quality, handling complex high-stakes cases independently.
  • •Exceptional written communication with a human, specific style (no templates).
  • •A root-cause mindset with sound independent judgment.
  • •Ability to cross-train and certify across escalations, callbacks, mystery shopping, audits, and social, plus comfort with phone-facing work (callbacks, mystery shopping).
Education:Bachelor's
Skills:OwnershipRoot-cause thinkingIndependent judgmentWritten communicationFollow-throughCollaborationCross-trainingPhone-facing customer communication
Languages:English
Tech Stack:AIQA dashboardsCase-management systems

Company Brief

Groupon
Operates an online marketplace offering discounted goods, services, and local experiences by connecting consumers with merchants through deal-based promotions, coupons, and e-commerce listings across multiple markets worldwide.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 2008
Glassdoor
Glassdoor: 3.4
WebsiteLinkedIn