Client Support Manager - GobbleCube Technologies

About the Job

We are looking for a proactive and detail-oriented Customer Support Manager to join our fast-growing team. In this role, you will be the frontline representative of GobbleCube, managing customer communication through chat and/or phone support, ensuring a swift and effective fi rst response (FRT), and driving resolution of Level 1 issues with precision. The ideal candidate is customer-obsessed, thrives in fast-paced environments, and excels at problem-solving using a data-fi rst approach.

Key Responsibilities:

• Own and manage the chat-based support function across key customer accounts, acting as the primary point of contact for real-time issue resolution.
• Ensure adherence to First Response Time (FRT) and resolution SLAs, providing timely, empathetic, and solution-oriented responses.
• Triage and resolve Level 1 customer issues independently; escalate complex cases appropriately with detailed context.
• Utilise a data-fi rst approach to analyse support trends, fl ag recurring issues, and collaborate with internal teams (Product, Tech, and CX) for systemic resolution.
• Create and maintain knowledge base articles, SOPs, and support documentation to streamline operations and improve self-service adoption.
• Represent the voice of the customer internally to help prioritise product enhancements and service improvements.
• Work cross-functionally to close the loop on customer issues, ensuring alignment and accountability across teams.

Required Skills:

• 2+ years of experience in customer support, account operations, or client-facing roles in a SaaS or tech-driven environment.
• Exceptional written and verbal communication skills; ability to convey complex information clearly and confi dently.
• Proven track record in handling customer interactions with professionalism, empathy, and urgency.
• Strong analytical thinking and problem-solving skills, with a knack for using data to drive decisions.
• Ability to manage multiple conversations simultaneously while maintaining high quality and attention to detail.
• Self-starter mindset with a willingness to take initiative and drive improvements in support processes.

Nice to Have:

• Experience in D2C or CPG analytics tools.
• Exposure to process setup and support documentation.

Join GobbleCube and play a critical role in shaping our customer experience. You'll be the face of a product that is redefi ning how brands win in the digital commerce ecosystem.