Delivery Manager | Customer Experience | Hyderabad | Customer Strategy & Design

About the role

MM services our mid-to-large businesses with an annual revenue of 2.5M+, a consultative approach by making suggestions and recommendations for how to use products more efficiently – all in service to streamlining and automating work to give back time to these customers who are experiencing growth challenges while trying to expand.

What you'll do

• Provide Tier 1 phone and chat support to Mid Market customers on Mid Market Core workflows, with strong focus on first-contact resolution
• Exhaust available resources before escalation; collaborate with Lead or Tier 2 when resolution is not fully confident
• Document every interaction thoroughly in Salesforce with case summary, troubleshooting steps taken, resources used, customer impact
• Manage an active case queue with self-direction: proactive follow-ups, callbacks
• Deliver high-quality customer interactions that reflect empathy, professionalism, and technical confidence — supporting business owners, finance teams

What you need

• 6–10 yrs of experience
• Customer service
• Sales
• General ledger
• Bookkeeping
• Reconciliation
• Chat support
• B.Com or BBA or MBA or Chartered Accountant

Good to have

• CRM
• ERP
• QuickBooks
• Salesforce