Customer Success Manager

Company Overview

RAMA is the worlds No.1 manufacturer of Stainless-Steel Gravity Water Filter Systems, sold globally, under various brands.

Role Summary

The Customer Support Manager will be responsible for leading end-to-end customer support operations for both domestic and international markets. This role requires strategic ownership of customer experience, operational excellence, and continuous service improvement across all communication channels (phone, email, CRM ticket and web chat )

Key Responsibilities

Operations & Team Leadership

• Lead, coach, and manage customer support teams handling customers
• Ensure seamless day-to-day operations across multiple geographies and time zones
• Define roles, workflows, escalation matrices, and shift coverage plans

Customer Experience & Escalation Management

• Personally handle high-priority escalations, international complaints, and complex cases
• Ensure consistent, empathetic, and professional communication with customers
• Maintain high standards of service quality aligned with brand values

Process, SLA & KPI Management

• Design and implement support SOPs, SLAs, and best practices
• Track and improve KPIs
• Use data insights to reduce repeat complaints and improve efficiency

Cross-Functional Collaboration

• Work closely with Sales (D2C, B2C & B2B) Product, Logistics, Supply Chain, and Technical teams

Knowledge & CRM Management

• Build and maintain a robust knowledge base, FAQs, and troubleshooting documentation
• Ensure accurate CRM usage, tagging, reporting, and customer history tracking
• Drive CRM adoption and process discipline across the support team

Required Skills & Experience

• Any Bachelor’s or Master’s Degree
• 6-11 years of experience in customer support management
• Proven experience handling domestic and international customers
• Strong hands-on experience with CRM tools
• Ability to analyze data, identify trends, and implement corrective actions
• Strong problem-solving, decision-making, and conflict-resolution skills

Communication Skills

• Excellent verbal and written communication in English
• Fluency in Indian regional languages (Hindi, Telugu, Kannada etc.) is a strong advantage
• Ability to communicate clearly with customers across cultures and regions