Assistant Manager: Customer Support

About the Company Company size: 35 employees + several third parties for various functions Type: Privately Held Addresses: USA: 32 Mallard Cove, Barrington, RI 02806, USA Mumbai: 3rd Floor, 369, Sarla Park, Above Saraswat Bank, Marol Maroshi Road, Opp Seven Hills Hospital, Andheri (E), Mumbai - 400059 Easy Commute: Office is 10 mins from Marol Metro Station Please only apply if you live in Andheri East, Mumbai or close by. Due to the large number of resumes we generally get, outstation candidates will not be contacted. Website: https://actiontourguide.com Apps: https://apps.apple.com/us/app/action-tour-guide/id1460565736 https://play.google.com/store/apps/details?id=com.actioncharts.smartmansions.gpstour.atg Job Highlights Competitive salary and high-performance incentives. Office-based role in Marol, Andheri East, Mumbai. Excellent spoken and written English is a must. Night shift (US Customers) with a cab drop facility. Problem-solving attitude. Vacancy: 1 Job Description: Manage weekly and monthly team schedules to ensure full coverage across shifts. Actively take part in support operations, handling calls, emails, and chats during your shift. Maintain team attendance, shift adherence, and leave records. Generate and manage performance reports, customer issue summaries, and team metrics. Supervise the India support team, providing guidance, training, and daily oversight. Act as the main point of contact between the support team and Senior Management/HR/Accounts ensuring smooth communication. Monitor ticket queues to ensure timely responses and resolution, escalating urgent or sensitive issues as needed. Conduct regular one-on-one check-ins and performance reviews with team members, identifying coaching opportunities. Coordinate onboarding and training for new support staff, and maintain updated documentation for SOPs and FAQs. Collaborate with product, development, and marketing teams to provide customer feedback and highlight recurring issues. Implement and improve customer support tools and workflows to increase efficiency and customer satisfaction. Maintain quality standards by auditing support interactions and providing feedback to team members. Track and analyze customer satisfaction metrics and other performance (bonus) criterias to identify trends and improvement areas. Handle complex or escalated customer cases and complaints with empathy and professionalism. Plan and execute team-building activities and initiatives to foster a positive team environment. Preferred Candidate Profile: Minimum 3 years of voice, email, and chat support experience. 3+ years of management experience ( comfortable working with management) Excellent English communication skills. Willingness to work night shifts from the office. Immediate joining is preferred. Perks and Benefits: High-performance incentives. Important Note: Please apply only if: You live within a 30-minute commute of Marol, Andheri East. You are comfortable working night shifts from the office. Send your resumes to Ronald@actiontourguide.com. Show more Show less