Customer Support Manager

Here’s a detailed Job Description (JD) for the Customer Experience Manager role at Book Water Tech Pvt Ltd:

Job Title: Customer Experience Manager
Department: Customer Support / Customer Experience
Location: Annasalai
Reporting to: Chief Operations Officer / Founders

Job Purpose:

To lead the Customer Experience team in delivering outstanding service to customers, enhancing customer satisfaction and loyalty, resolving issues efficiently, and implementing systems to ensure consistent, high-quality service delivery across all customer touchpoints.

Key Responsibilities:

• Customer Experience Strategy & Execution:
• Develop and implement customer experience strategies aligned with the company's goals.
• Identify key pain points in the customer journey and proactively improve processes.
• Team Leadership & Management:
• Lead, mentor, and motivate the customer support team to ensure high performance.
• Define KPIs and monitor team performance regularly.
• Plan team size and hiring based on service demand.
• Customer Communication & Support:
• Handle escalated customer complaints and ensure timely resolution.
• Maintain SLAs for response time, issue resolution, and overall satisfaction.
• Process Improvement:
• Use feedback from customers to suggest improvements in product, service, and communication processes.
• Collaborate with other departments (Sales, Operations, Quality Control) for process alignment.
• Data & Insights:
• Track and report key metrics: NPS, CSAT, resolution time, and ticket volume.
• Analyze patterns in complaints and feedback to identify root causes.
• Technology & Tools:
• Manage the implementation and optimization of CRM or customer support tools.
• Recommend tools to improve customer interaction and tracking.
• Training & Quality:
• Develop training modules for new joiners and conduct regular refresher sessions.
• Monitor call/email/chat quality and take corrective measures.

Key Requirements:

• Education: Bachelor’s degree in any discipline (MBA preferred).
• Experience: 3–5 years in customer support/service roles, with at least 1 year in a managerial role.
• Skills:
• Excellent communication (verbal and written)
• Leadership and team management
• Problem-solving and conflict resolution
• Data analysis and customer feedback interpretation
• Proficiency in CRM/ticketing system.

Job Type: Full-time

Pay: ₹25,173.59 - ₹35,482.39 per month

Benefits:

• Provident Fund

Work Location: In person