Job
Description
Step Into Your Next Role with Meon – Walk-In Drive! Job Title: Assistant Manager – Customer Support Location: 902,9th floor, B- Tower, Noida One, Sector-62, Noida (201301) Department: Customer Support / Client Services Reports to: Manager – Customer Support / Head of Support Time:- June, 19 & 20 Job Type: Full-time Job Summary: We are seeking a proactive and technically proficient Assistant Manager – Customer Support to lead and manage a team of 8–10 Business Analysts. This role requires a strategic thinker with a hands-on approach to customer issue resolution, team management, and process improvement. The ideal candidate will possess strong analytical skills, a good grasp of software solutions, and a passion for delivering exceptional client service. Key Responsibilities: Team Management: Lead, mentor, and manage a team of 8–10 Business Analysts ensuring high performance and professional development. Technical Oversight: Provide guidance on product functionality, troubleshoot client issues, and collaborate with internal teams (Product, Development, QA) to resolve complex technical concerns. Customer Engagement: Ensure timely and effective resolution of customer queries and support requests while maintaining high satisfaction levels. Process Improvement: Identify process gaps, propose solutions, and implement best practices to enhance support efficiency and customer experience. Reporting & Metrics: Monitor KPIs and SLAs, prepare regular reports on team performance, issue trends, and client feedback. Knowledge Management: Maintain and improve internal documentation, FAQs, and knowledge bases to enhance team productivity. Cross-Functional Collaboration: Act as a liaison between clients, technical teams, and leadership to ensure alignment on customer needs and business objectives. Required Qualifications: Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree is a plus. 3+ years of experience in customer support or client services, preferably in a software/SaaS environment. Minimum 1 year in a leadership or supervisory role. Strong understanding of software systems, databases, APIs, and general troubleshooting methods. Proficiency in support tools such as Jira, Zendesk, Freshdesk, or similar platforms. Excellent communication, interpersonal, and analytical skills. Ability to manage priorities, meet deadlines, and drive team accountability. Preferred Skills: Experience working with Agile/Scrum methodologies. Knowledge of SQL or scripting languages is a plus. Familiarity with CRM platforms and ticketing systems. Experience in B2B SaaS or enterprise software solutions. Job Type: Full-time Pay: ₹400,000.00 - ₹500,000.00 per year Work Location: In person Application Deadline: 11/05/2025
