Assistant Manager Customer Support

About GrayQuest

FinTech company in the Indian education ecosystem.

a Series B start-up

Role Overview:

We are seeking a proactive and customer-centric Assistant Manager – Customer Support to

oversee day-to-day operations of our call center team. The ideal candidate will ensure the

delivery of exceptional support experiences, monitor service metrics, coach team leaders,

and drive efficiency and process excellence across all customer interactions.

Key Responsibilities:

Team Leadership & Supervision:

• Lead and mentor a team of Team Leaders and Customer Support Executives.
• Monitor team performance, adherence, and discipline across shifts.
• Conduct team briefings, daily huddles, and performance evaluations.

Customer Experience & Service Delivery:

• Ensure timely and effective resolution of customer queries, issues, and escalations.
• Track and improve key customer metrics including CSAT, FCR, NPS, and AHT.
• Analyze customer feedback and implement action plans to enhance service quality.

Quality & Process Improvement:

• Work closely with the Quality team to drive error reduction and coaching initiatives.
• Conduct RCA (Root Cause Analysis) on repeat complaints and implement corrective
• actions.
• Identify process gaps and collaborate with cross-functional teams to optimize workflows.

Reporting & Analytics:

• Maintain daily/weekly/monthly MIS on team performance and service levels.
• Present actionable insights to management and drive performance-based planning.
• Use data to make informed decisions about team capacity, load balancing, and escalation
• trends.

Training & Development:

• Identify training needs and coordinate with L&D for upskilling programs.
• Support new joiners and ensure smooth onboarding.
• Encourage a culture of continuous learning and knowledge sharing.

Required Skills & Experience:

• Graduate in any discipline.
• 4 to 6 years of experience in customer support operations, with 2–3 years in a team
• leadership or assistant manager role.
• In-depth knowledge of call center/customer support metrics and KPIs.
• Strong communication, problem-solving, and people management skills.
• Hands-on experience with CRM tools like Freshdesk, Zendesk, Salesforce, etc.
• Ability to handle high-pressure environments and multi-channel support (voice, email).

Nice to Have:

• Experience in fintech, edtech, or BFSI customer support domains.
• Exposure to automation tools, ticketing workflows, and AI chatbots.