Customer Support Manager - Center Of Excellence

Are you the person who takes the case nobody else can crack — and then makes sure it never happens again? Groupon is standing up a Center of Excellence in Bengaluru, and we're looking for Customer Support Managers who operate at the top of the craft. In a world where AI handles routine volume, this team owns the hard cases end-to-end — executive escalations, recovery calls, quality calibration — and turns each one into a fix that shrinks future demand. If you think like an owner, write like a human, and get satisfaction from solving what others escalate, we want to hear from you.

What You'll Do

• Own the highest-stakes executive escalations end-to-end, resolving the customer issue and the root cause
• Audit flagged and repeat-contact cases, and trace what's really going on
• Turn case work into policy and process recommendations — and help put them into practice
• Make proactive outbound calls: recovery outreach, mystery shopping, and callbacks
• Verify that promised follow-ups actually happened
• Own key escalation channels, including social media and other overflow queues
• Partner with Process, QA, Product, Legal/Compliance, and Merchant Operations
• Cross-train and certify across escalations, callbacks, mystery shopping, audits, and social to stay deployable across the team's full remit
• Work fluently with our AI toolkit to resolve cases fast and write on-tone replies

What You'll Bring

• Bachelor's degree in a related field; advanced English (C1–C2)
• Proven senior experience in customer support, escalations, or quality — handling complex, high-stakes cases independently
• Exceptional written communication — human, specific, no templates
• A root-cause mindset and sound, independent judgment
• Comfort reading QA dashboards and case-trend data, and turning patterns into recommendations
• Willingness to cross-train and certify across multiple functions
• Comfort with phone-facing work (callbacks, mystery shopping)
• Strong ownership and follow-through in a fast-changing environment

Must Have

• Availability aligned with United States shift hours

Nice to Have

• Familiarity with Groupon's markets and case-management systems