Client Support Manager

We are seeking a highly motivated and experienced Customer Support Manager to lead our support team and ensure exceptional service delivery to our clients. The ideal candidate will have strong leadership skills, a customer-first mindset, and proven expertise in managing support operations.

Key Responsibilities

• Lead and manage the customer support team to deliver outstanding service and timely resolution of client issues.
• Develop and implement support strategies, processes, and best practices to enhance customer satisfaction.
• Monitor and analyze support metrics (response time, resolution rate, CSAT, NPS, etc.) and drive continuous improvement.
• Handle escalated customer concerns with professionalism and empathy, ensuring quick and effective resolution.
• Collaborate with cross-functional teams (Sales, Product, Operations, Technical) to address customer needs.
• Train, mentor, and develop team members to improve performance and build a strong customer support culture.
• Prepare and present regular reports on customer support performance and insights to senior management.
• Implement tools and technologies (CRM, ticketing systems, chat support, etc.) to improve efficiency.
• Stay updated with industry trends and customer service innovations to ensure best practices.

Requirements

• Bachelor’s degree in Business Administration, Management, or related field (MBA preferred).
• 5+ years of experience in customer support, with at least 2 years in a leadership or managerial role.
• Proven track record of managing support teams and improving customer experience.
• Strong communication, interpersonal, and conflict-resolution skills.
• Hands-on experience with customer support tools (Zendesk, Freshdesk, Salesforce, or similar).
• Ability to analyze data and generate actionable insights for process improvement.
• Excellent organizational and time-management skills.
• Customer-centric mindset with the ability to manage multiple priorities in a fast-paced environment.

Job Type: Full-time

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

• Provident Fund

Application Question(s):

• Will you be able to relocate to Madurai, if you're non-resident in Madurai?
• How many days of Notice period you have?

Work Location: In person