Assistant Customer Support Manager

Job Title:

Location:

Job Overview:

The Assistant Manager Customer Support is responsible for leading the support team, ensuring fast and effective customer query resolution, and improving overall customer experience. The role involves managing daily operations, handling escalations, monitoring team performance, and coordinating with internal teams to resolve issues smoothly. The candidate should be customer-focused, data-driven, and capable of guiding the team to deliver high-quality service consistently.

Key Responsibilities

1. Team Leadership & Daily Operations

• Lead and manage a team of customer support executives handling calls, WhatsApp, email, chat, and marketplace tickets.
• Allocate workloads, monitor attendance, and ensure coverage during peak hours.
• Conduct regular huddles and training sessions to improve team performance.

2. Customer Query Handling & Escalations

• Oversee customer queries and ensure timely, accurate, and empathetic resolutions.
• Handle escalated complaints and convert negative experiences into positive ones.
• Maintain service-level standards for response time, resolution time, and professionalism.

3. Quality Monitoring & Performance Tracking

• Conduct call audits, ticket audits, and provide feedback for continuous improvement.
• Track, measure, and report daily/weekly metrics like CSAT, NPS, FRT, AHT, and ticket volumes.

4. Process & SOP Improvement

• Create and refine SOPs for support workflows, escalations, refunds, replacements, and returns.
• Identify inefficiencies and implement improvements to reduce repeat complaints.
• Maintain updated knowledge bases, scripts, and resolution templates.

  5. Cross-functional Coordination Work closely with:

• Operations to resolve delivery delays, return pickups, and order issues
• Product & Tech to address recurring issues or UX gaps
• Share customer insights with the relevant teams to drive product and service improvements.

  6. Reporting & Analysis

• Maintain daily dashboards of support performance and issues.
• Analyze trends in queries, complaints, and fraud cases.
• Recommend data-backed improvements for CX, product quality, and operations.

  7. Customer Delight

• Ensure communication reflects empathy, clarity, and brand values.
• Support initiatives that improve customer satisfaction and retention (surprise-and- delight gestures, follow-ups, etc.).

Requirements :

• 2-4 years of experience in customer support, CX operations, or call center management.
• Experience in D2C/e-commerce/FMCG/startups is a plus.
• Strong verbal and written communication skills in English & Hindi.
• Good command of Excel/Google Sheets for reporting and analysis.
• Ability to handle pressure, multitask, and resolve conflicts effectively.
• Empathetic, patient, and customer-obsessed.
• Strong ownership and accountability.
• Problem-solving mindset with attention to detail.
• Positive attitude and strong team-player mentality.