Customer Success Lead – Customer Service / Sr. Operations Manager – Ghansoli, Mumbai

Looking for a leadership opportunity in Mumbai’s thriving customer service space? Fusion CX is hiring a Customer Success Lead / Senior Operations Manager in Ghansoli, Mumbai, to drive frontline excellence and customer delight. This is your chance to lead high-performing teams, work with global clients, and elevate service delivery in a fast-paced, people-first environment. If you’re a seasoned professional looking for successful customer jobs in Mumbai or exploring Sr. Operations Manager roles in the BPO or SaaS sectors, this could be your next big career move.

Job Description – Customer Success Lead

About the Role

As a Customer Success Lead, you will be responsible for managing a customer service team, ensuring seamless operations, and driving customer satisfaction (CSAT), NPS, and quality KPIs. You’ll work closely with cross-functional teams to identify customer pain points, resolve issues, and elevate the overall service experience. Your leadership, coaching, and analytical insights will be essential in fostering a performance-driven culture within the operations team.

Key Responsibilities

• Lead and manage a dynamic customer service team to achieve operational excellence.
• Drive key performance metrics such as CSAT, NPS, and Quality Scores.
• Handle and resolve escalated customer issues with empathy and urgency to ensure customer satisfaction.
• Collaborate with internal departments to address customers’ pain points and improve customer journeys.
• Deliver coaching, mentoring, and training initiatives to upskill team members.
• Champion a customer-first mindset while maintaining business goals and team productivity.

Job Requirements – Customer Success Lead

What We’re Looking For

• Proven experience in customer service and team leadership.
• Excellent communication & problem-solving skills.
• Proficiency in CRM and customer support tools.
• Ability to thrive in a fast-paced, target-oriented environment
• Prior experience in BPO, SaaS, or e-commerce operations is highly desirable.
• A strategic mindset with hands-on execution capability.

Why Join Fusion CX?

At Fusion CX, we don’t just deliver support, we build experiences that customers remember. As a Customer Success Lead in our Mumbai team, you’ll be empowered to drive transformation at scale while growing with a company that’s reshaping global CX. Here’s why Fusion CX is the right fit for leaders who want to make an impact:

• Lead with Purpose: Make a real difference by shaping service strategies that improve customer lives across industries.
• Global Exposure: Work with international clients and cross-functional teams in a digitally driven, innovation-led culture.
• People-First Workplace: Enjoy a collaborative, inclusive, and growth-focused environment that values leadership and initiative.
• Career Acceleration: Take advantage of performance-driven promotions, skill-building resources, and clear leadership pathways.
• Dynamic Culture: Thrive in a workplace that balances ambition with empathy—where ideas are heard and results are rewarded.

If you’re ready to step into a role that combines leadership, purpose, and real growth, apply now and take your next step forward with Fusion CX.