Assistant Manager, Digital Customer Care

Job Description

About the role

We are looking for a Customer Care Manager (Assistant Manager) who is both a hands-on operator and systems thinker to lead and optimize our customer care function.

You will manage a team of ~10 agents while continuously improving how we operate — from response quality and tools automation. This role is not just about maintaining service levels, but about identifying gaps, driving efficiency, and scaling customer experience through systems and structure.

You will work directly with the business lead and play a key role in shaping how customer care evolves as a high-performing, responsive, and customer-obsessed function.

Key Responsibilities

1. Team Management & Operational Excellence

· Manage and oversee daily operations of member customer care team

· Ensure consistent performance across key service metrics (e.g. response time, resolution time, qu...