Customer Success Project Manager
Location: Bangalore, Bannerghatta Rd
Work Schedule: 5 days a week, Work from Office (WFO), Remote or hybrid work is not available.
About the Role
We’re looking for a Customer Success Project Manager to support and elevate our customer experience operations. This role is ideal for someone who’s equal parts problem-solver, communicator, and project manager/project coordinator. Someone who can proactively manage customer success initiatives, streamline processes, and drive cross-functional collaboration to enhance service and support out CS leadership team with process improvements and Special projects.
Beyond handling customer issues, this role requires strong project coordination/project management skills to track ongoing initiatives, flag operational bottlenecks, and implement structured improvements that benefit both customers and internal teams.
While this role primarily focuses on managing email and chat tickets, there may be occasional phone-based work depending on the needs of the team. If you have a sharp eye for detail, a structured approach to problem-solving, and a passion for elevating service through well-managed processes, we want to meet you.
What You’ll Do
Support & Ticket Management
- Own complex email/chat tickets and resolve issues thoughtfully and professionally
- Handle escalated or multi-touchpoint customer scenarios across departments (e.g., custom products, shipping delays, replacements)
- Identify recurring issues and propose process improvements or updates to CS resources
Project & Process Support
- Assist CS managers with ongoing initiatives such as audits, training rollouts, or documentation updates.
- Track and manage internal QA reports, exception handling logs, and team feedback loops
- Draft and update SOPs, canned responses, and customer-facing documentation
Cross-Functional Coordination
- Act as a liaison between CS and internal departments including sales, design, operations, and procurement
- Ensure that all customer-impacting projects are followed through accurately and on time
- Monitor ongoing customer workflows and flag delays or roadblocks to managers.
Admin & Strategic Assistance
- Support CS leadership with scheduling, reporting, and project tracking
- Maintain team dashboards or performance metrics
- Help with meeting prep, note-taking, and action item follow-up for key initiatives
What You Bring
- 2–4 years in customer service, operations, or project coordination
- Experience working with customer support platforms (Zendesk, Gorgias, HubSpot, etc.) not mandatory, but preferred
- Strong written communication and organizational skills
- Comfort navigating ambiguity, learning quickly, and acting independently
- A process-oriented mindset with a passion for solving problems and improving systems
- Bonus: Experience in e-commerce, manufacturing, or working with cross-functional teams