Junior Graphic Design

We are Hiring Customer Success Manager

Job Title: Customer Success Manager – Travel / OTA / Contact Centre - BPO

Location: Kochi - India

Department: Customer Service / Operations

Type: Full-Time

Job Summary:

We are seeking a seasoned Customer Succes Manager with proven experience in the travel industry (OTA, Contact Centre - BPO, or travel agency) to lead and enhance our customer support operations. The ideal candidate will bring expertise in customer service frameworks such as Six Sigma, Lean, COPC, or ITIL, and a track record of driving service excellence, process optimization, and team performance.

Key Responsibilities:

• Lead & Manage Customer Service Operations: Oversee day-to-day customer service activities across multiple channels (voice, email, chat, and social), ensuring high levels of customer satisfaction.
• Performance Management: Set KPIs, monitor service levels, and implement performance improvement initiatives.
• Team Leadership: Manage, mentor, and develop a team of supervisors, team leads, and customer service agents.
• Customer Journey & Escalation Handling: Analyze customer touchpoints, resolve escalated issues, and implement corrective actions to improve the customer journey.
• Process Optimization: Use Six Sigma, Lean, or other frameworks to analyze current workflows, eliminate inefficiencies, and drive continuous improvement.
• Training & Quality Assurance: Design and deliver training programs and quality assurance processes to maintain high service standards.
• Technology Integration: Collaborate with IT/Product to deploy and improve CRM, helpdesk, or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).
• Reporting & Insights: Generate operational reports, identify trends, and present actionable insights to senior management.
• Compliance & SLA Management: Ensure compliance with service level agreements, data protection policies, and regulatory guidelines.
• Customer Feedback Loop: Implement mechanisms to gather and act on customer feedback (CSAT, NPS, etc.).

Requirements:

• Bachelor’s degree in Business, Tourism, Operations, or related field. MBA preferred.
• Minimum 5–8 years in a customer service leadership role, preferably within online travel agencies (OTA), traditional travel agencies, or BPOs supporting travel clients.
• Strong understanding of contact centre operations, service recovery, and travel domain KPIs (e.g., PNRs, GDS, refunds, reissues).
• Certification in Six Sigma (Green Belt or higher) or other process improvement frameworks (Lean, COPC, etc.) is a strong advantage.
• Hands-on experience with customer service tools (e.g., Amadeus/Galileo + CRM & ticketing tools).
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Flexible to work in a fast-paced, customer-focused environment, with rotational shift support if needed.

Preferred Skills:

• Multilingual capability (English is a must; Hindi, and/or other languages a plus).
• Prior experience with automation tools, chatbots, and self-service platforms.
• Proven ability to drive CSAT and NPS improvements.
• Experience managing distributed/remote teams.

• Proficient in .NET Framework, C#, ASP.NET, MVC, Web API, Entity Framework. Strong design capabilities with SOLID principles using C#. Working knowledge in WCF. Database knowledge in SQL Design, and deliver innovative software solutions in collaboration with Technology teams. Develop high-quality production code Experience in HTML, CSS, Javascript. Experience in React / Angular or Typescript preferred

Key skills expected:

• WordPress Plugin Development
• WordPress Custom Theme Development
• HTML + CSS
• Core PHP
• MySQL

Job description:

• Extensive knowledge and experience of custom WordPress development using JavaScript and PHP frameworks.
• Experience and ability to build WordPress plugins from detailed briefs and mock ups using best practices, clean reusable and expandable code.
• Experience in using cPanel and deployment
• Development and Maintenance of high-traffic WordPress and WooCommerce based websites
• Developing front-end websites and applications using HTML, CSS, Javascript, jQuery, PHP
• Basic knowledge of JavaScript, JQuery, theme and color combination for websites.
• Good communication and interaction skills.

We are looking for a Full Stack Engineer for a client of ours, that is headquartered in USA and is operating in the field of health tech space, offering an innovative solution for dominate health issues. The company is well funded and backed by investors like Sequoia Capital.

They are looking for people who are interested to join their company and help them make an impact on their product development and growth.

In this role you will be part of the Product Engineering Team, and will be responsible for working with cross functional teams.

Experience Required

5+ years experience, having worked on both frontend and backend development - hands on development experience from front end, middle tier and back end.

3+ years of experience building Restful web service using node.js

3+ years of experience for writing batch/cron jobs using Python and shell scripting

3+ years of experience in web application development using javascript and ReactJs

Have understanding of javascript, Typescript, HTML, CSS, JSON, Rest based applications

Experience in database techs - mongodb, mysql, redis, elastic search

Experience of building applications deployed on the cloud using AWS, Docker and kubernetes

Good to have : - understanding of code versioning tools like Git

Experience or understanding of JS based build tools like Grunt, Gulp, Bower, Webpack and NPM

Good communication, willingness to work in a diverse team, and a fast paced environment would be a requirement to be successful in this role.

Education Experience

Degree in Computer science would be preferred / equivalent professional experience in product companies.

Essential Duties and Responsibilities

• Contribute in all phases of the development lifecycle
• Write well designed, testable, efficient code
• Ensure designs are in compliance with specifications
• Prepare and produce releases of software components
• Support continuous improvement by investigating alternatives and technologies and presenting these for architectural review 

Adhere to Experian policies and procedures

• Work under the Experian behaviors and values
• Facilitate and drive performance management processes
• Champion a culture where the fair treatment of customers is at the heart of the Experian business 
• Ensure that by leading by example, you adhere to all regulatory requirements and apply appropriate controls in the interests of customers
• Through the adoption of a top down approach, demonstrate a culture where all our people understand their regulatory obligations, including what the fair treatment of customer’s means to them and our organization

Qualifications

• Should  have years of experience in developing and supporting Java/J2EE based application
• Should provide consultation on new development, enhancements, bug fixes and deployment and involve in complete product life cycle
• Should undertake any development/coding activities that might require during project life cycle
• Should have good core java concept like Collection, Multi-Threading JDBC File handling etc.
• Should have experience in Spring, Spring Boot, JPA, Hibernate
• Should have experience in Web service testing tool like SOAP UI, PostMan
• Should have working experience with database like Oracle, MSSQL Server, MySQL
• Should have enriched experience in client interfacing
• Should have good communication skills

Technologies

1. Java, Java EE
2. Spring, Spring Boot, JPA, Hibernate
3. Java Multi-Threading
4. Web service using SOAP/REST
5. JIRA, Confluence, Bitbucket
6. Oracle, SQL Server, MySQL
7. WebLogic, Tomcat , JBOSS

Reporting to the founder, you will be expected to develop, deploy and oversee the execution of the tech strategy, product road-map and operations to ensure alignment with our businesses goals as we grow and scale. You will play a key part in the organisation's success, taking the current MVP and developing it further to move the company through to early stage funding and into profit.

Quesst's is built using React.js [Frontend], Node.js [Backend], PostgreSQL [DB], Amazon EC2 [Application Hosting], Amazon S3 [Media Storage Service], and Amazon SES [Email Sending Service]. You will be responsible for implementing full-stack features and collaborate with other team members to plan each sprint. You’ll be working across the entire system architecture and be responsible for designing, implementing and maintaining restful APIs, micro-services and databases.