Customer Support Manager - Center Of Excellence

Groupon connects 42 million customers with local experiences - restaurants, events, wellness and travel - and the million-plus merchants who deliver them. Our mission is to get people offline and into the real world at prices that make it possible. We're an AI-native company in the middle of a platform transformation, moving from a deals marketplace to an experience discovery platform that works for customers and merchants at the same time. 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-s