Customer Support Manager - Center Of Excellence
Groupon is seeking a Customer Support Manager for its Center of Excellence in Bengaluru, India. This role is integral to Groupon's mission of connecting customers with local experiences and supporting a diverse merchant community. As an AI-native company undergoing a platform transformation, Groupon emphasizes innovation and customer-centric solutions.
The Customer Support Manager will handle complex executive escalations, ensuring comprehensive resolution and identifying root causes to prevent recurrence. Responsibilities include auditing flagged cases, implementing policy and process improvements, conducting proactive outreach, and managing key escalation channels such as social media. Collaboration with various departments, including Process, QA, Product, Legal/Compliance, and Merchant Operations, is essential. The role also involves cross-training across multiple functions to maintain versatility within the team.
Candidates should possess a bachelor's degree and advanced English proficiency (C1–C2). A proven track record in customer support, particularly in handling complex cases independently, is required. Exceptional written communication skills, a root-cause analysis mindset, and the ability to interpret QA dashboards and case-trend data are essential. Comfort with phone-facing work and a strong sense of ownership in a dynamic environment are also necessary. Availability aligned with United States shift hours is a must.
Groupon offers a comprehensive benefits package, including health insurance, dental and vision coverage, mental health benefits, and flexible spending accounts. Employees are eligible for family medical leave and generous parental leave. Retirement benefits include a 401(K) plan, life insurance, and disability insurance. Additional perks encompass employee stock purchase plans, performance bonuses, and discounts. The company also provides commuter benefits, free snacks and drinks, and wellness initiatives such as company-sponsored outings and an Employee Assistance Program.
Groupon fosters a collaborative and supportive culture, emphasizing adaptability and agility. The company is committed to diversity, equity, and inclusion, supporting various employee resource groups and offering DEI programming. Employees have opportunities for job training, conferences, and customized development tracks. Groupon's mission is to connect people with local experiences and support small businesses, aiming to build strong communities through thriving local commerce.