Assistant Manager – US Customer Support

• Supervise day-to-day operations of the US customer support team
• Ensure timely and effective resolution of customer inquiries via email, chat, and phone
• Act as the point of escalation for critical or complex customer issues
• Monitor team performance through KPIs and service metrics such as AHT, CSAT, FCR, etc.
• Coordinate with cross-functional teams (Product, Tech, QA, Sales) to resolve issues and enhance customer satisfaction
• Conduct team training, quality audits, and regular performance reviews
• Ensure all documentation, SOPs, and helpdesk resources are accurate and up to date
• Provide daily/weekly/monthly reports on team performance and customer feedback
• Collaborate with US-based stakeholders and internal leadership on strategic initiatives

Required Skills & Qualifications:

• Bachelor's degree in any discipline (preferred: Business Administration, IT, or related field)
• 46 years of total experience with at least 12 years in a supervisory/lead role in international (US) customer support
• Excellent written and verbal English communication skills
• Strong problem-solving ability and customer-first mindset
• Hands-on experience with CRM/helpdesk tools such as Zendesk, Freshdesk, Jira, Salesforce
• Proven ability to manage and mentor support teams effectively
• Comfortable working night shifts aligned with US time zones

Nice to Have:

• Experience in FinTech, SaaS, or enterprise software environments
• Knowledge of escalation management, SLAs, and workflow automation
• Exposure to tools like Confluence, Google Workspace, and Microsoft Office Suite