ApplySarthiCustomer Support Manager - Center Of Excellence
Groupon
Make my CV for this job, freeView job and applyYour CV, rewritten for this role using only your real experience. Sign in with Google and upload your CV. Nothing to install.
Skills named in this job
Read from the description itself, not inferred.
This role on the market
331 open excellence roles across 104 companies are on ApplySarthi right now, most of them in Bengaluru (32), Hyderabad (15), Pune (5).
- Building Excellence FME, Building Excellence Management Amazon UK Services Ltd.
- Delivery Consultant - Connect and Lex, Amazon Connect Center of Delivery ExcellenceAWS EMEA SARL (UK Branch)
- Pasante de Process ExcellenceCardinalhealth
- Head of Digital Strategy, Excellence & Standards, Global Digital & Data AnalyticsRoche
- SR PROGRAM SPECIALIST SUPPLIER EXCELLENCEAbbott
What excellence roles keep asking for: Excel (19%), SQL (15%), Supply chain (15%) — counted across their open postings here.
Groupon has 22 open roles listed here.
- Customer Experience Project Manager
- IT SOX Manager
- Engineering Manager, Merchant
- Sales Lead/Manager - Dallas, TX
- Business Developer – German Speaking (Valencia-based)
Counted across 14 company job boards, updated as roles open and close.
Preparing for this interview
Interviews for excellence roles keep coming back to Excel, SQL, Supply chain. Practise those questions before you sit with Groupon.
Questions you are likely to be asked
- Why do you want to join Groupon?
- What is your experience with Talent acquisition? Tell me one thing you learned the hard way.
- Tell me about feedback from customers that you passed on to the product team.
- How do you explain a technical problem to a customer who is not technical?
- Tell me about an angry customer you handled. What did you say?
Prep Sarthi gives you a free mock interview: an AI interviewer asks you questions like these out loud, from your own CV and this job, and shows your score and your weakest answer.
Practise the Customer Support Manager - Center Of Excellence at Groupon interview free →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-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
Groupon is an AI-First Company
We’re committed to building smarter, faster, and more innovative ways of working and AI plays a key role in how we get there. We encourage candidates to leverage AI tools during the hiring process where it adds value, and we’re always keen to hear how technology improves the way you work. If you’re passionate about AI or curious to explore how it can elevate your role you’ll be right at home here.
Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local e-commerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.
Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings (and a sneak peek into life at Groupon), always check our official career website at Groupon Careers
Match this job to your CV
ApplySarthi scores your CV against this role, shows the skills you are missing, and writes a tailored version for the application.
Check my match →Similar open roles
- Enterprise Account Manager – Things To Do (TTD)Groupon
- Enterprise Business Development Manager - Auto-Services & Home VerticalsGroupon
- Social Media & Influencer Manager, North AmericaGroupon
- Software Development Engineer III — 3PIP Integrations & Inventory SystemsGroupon · bengaluru
- Content Operations Manager - Center Of ExcellenceGroupon · bengaluru
- Merchant Operations Manager - Center Of ExcellenceGroupon · bengaluru
- Enterprise Business Development Manager Health, Beauty & WellnessGroupon
- Business Developer – German Speaking (Valencia-based)Groupon
Need answers during your interview? Try Live Sarthi.
Live Sarthi, an Interview Sarthi app, shows answer suggestions during the call.
- Hidden from supported screen sharingThe overlay stays out of supported Windows screen captures.
- Answers start in about 1.5 secondsResponse time varies with your connection and model.
- From your own CVYour projects and your experience, not a generic script.
- 30 minutes freeThen ₹99 for a 2-day pass with unlimited calls — you pay for the days you are interviewing, not a subscription.
A Windows app, from the same team as ApplySarthi.
Listed on greenhouse · posted 2026-09-08. ApplySarthi collects openings and links to application pages; the role is advertised by Groupon, not by us.