Customer Service Support Manager

Job Description

Job Description We are seeking an experienced and motivated Customer Support Team Manager to lead, scale, and optimize our support operations. The ideal candidate will bring strong leadership, process-driven thinking, and a passion for improving the customer journey in a regulated industry. This role involves managing a multi-channel support team (voice, email, WhatsApp, chat, social media), ensuring regulatory compliance, and delivering best-in-class service to our traders and investors. Roles & Responsibilities :- Team Leadership Lead, mentor, and manage a team of support executives, team leads, and quality assurance specialists. Drive team performance through coaching, training, and setting KPIs (First Response Time, Resolution Time, CSAT, etc.). Build a culture of accountability, empathy, and continuous improvement. Customer Experience Ensure high-quality and timely resolution of customer queries related to account opening, KYC, trading, UPI fund transfers, Demat issues, etc. Handle escalation management and implement root-cause analysis for recurring issues. Monitor support SLAs and align with business expectations. Process Optimization Coordinate with compliance, tech, product, and operations teams for issue resolution and system improvements. Quality Assurance & Training Develop and enforce quality benchmarks for customer interactions. Reporting & Analytics Track and report on support metrics and trends using tools like Freshdesk. Provide insights to product and tech teams to reduce support load and improve product usability. Requirements Key Requirements - Experience 2-3 years of experience in customer support or operations, with 1+ years in a team leadership role. Experience in the financial services or stock broking industry is mandatory . Skills Strong communication (English, Hindi), problem-solving, and leadership skills. Proficiency with customer support software like Freshdesk . Data-driven approach with experience using Excel. Educational Qualification Bachelor’s degree in Business, Finance, or related field. Certification in NISM (e.g., NISM Series VII or Series VIII) Show more Show less