Customer Support Manager

Job Title: Customer Support Manager

Department: Customer Experience
Location:Hyderabad
Reporting To: Head of Operations / Founders' Office
Type: Full-Time

Job Overview:

We are seeking a dynamic and forward-thinking Customer Support Manager to lead our customer support function in a lead-based, digitally driven business environment. The ideal candidate will have a strong track record in managing modern support operations and be passionate about leveraging technology and automation to enhance the customer experience.

This role requires a strategic mindset, digital-first thinking, and a deep understanding of tools and platforms that enable scalable, responsive, and efficient support.

Roles and Responsibilities

1. Strategic Leadership & Customer Support Operations

• Lead the entire customer support function, ensuring prompt and efficient handling of all customer interactions across channels (email, chat, calls, WhatsApp, social media).
• Develop and implement support strategies aligned with company goals—especially focused on lead-to-conversion journey and post-conversion support.
• Act as the voice of the customer within the organization, advocating for user needs and service improvements.

2. AI-Powered Support and Automation

• Drive the implementation and ongoing improvement of AI-driven support tools, including:
• Chatbots for instant query resolution.
• Ticket classification and auto-routing.
• Response templates and predictive typing tools.
• Integrate automation workflows to reduce manual intervention and resolution time.

3. Self-Service Infrastructure

• Build and maintain a centralized Knowledge Base, FAQs, and self-help articles to empower customers and reduce ticket volume.

4. Technology & Tools Integration

• Identify, evaluate, and manage customer support tools such as:
• Helpdesk platforms (e.g., Zendesk, Freshdesk, Intercom)
• CRM systems (e.g., Zoho, Salesforce, HubSpot)
• Communication platforms (e.g., Twilio, WhatsApp Business API)
• Work with IT/Product teams to integrate support tools with lead management systems, order tracking, and user data to provide personalized and contextual support.

5. Data-Driven Decision Making

• Define and track KPIs such as:
• First Response Time (FRT)
• Average Resolution Time (ART)
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Ticket Deflection Rate via self-service
• Generate weekly/monthly reports with actionable insights and share them with leadership and relevant stakeholders.
• Use analytics to detect trends, recurring issues, and improvement opportunities.

6. People Management & Development

• Recruit, train, and manage a team of customer support agents and team leads.
• Define SOPs and escalation matrices to streamline processes.
• Conduct regular performance reviews, feedback sessions, and upskilling programs.
• Foster a customer-first, empathetic, and digitally mature team culture.

Escalation & Issue Management

• Personally handle and resolve high-priority or escalated cases.
• Coordinate with internal departments (Tech, Operations, Design, etc.) to ensure quick resolution of complex issues.
• Proactively flag and help resolve root causes of systemic support issues.

Customer Journey and Lifecycle Support

• Map the customer journey in lead-based business scenarios:
• Pre-sale inquiry
• Post-purchase onboarding
• Service follow-up
• Loyalty and re-engagement
• Ensure tailored support at each stage of the funnel to improve conversion and retention.

9. Cross-Department Collaboration

• Collaborate with:
• Marketing: to feed back customer insights and FAQs for campaigns.
• Sales: to close warm leads with the help of timely support.
• Operations & Tech: to solve real-time fulfillment issues and backend errors.

10. Process Improvement & Innovation

• Conduct regular audits of support workflows to identify bottlenecks.
• Benchmark against industry standards and bring in new-age solutions to stay ahead.
• Recommend and implement process improvements to elevate customer experience.

Requirements:

Educational & Professional Qualifications

• Bachelor’s Degree in Business, IT, Communication or a relevant field.
• MBA or Postgraduate degree (preferred).

Experience

• 5–8 years of progressive experience in Customer Support/Success roles, preferably in a digital-first or lead-based business.
• Proven experience in managing AI-based customer service tools and ticketing platforms like Freshdesk, Zendesk, Intercom, Gorgias, etc.

Skills & Competencies

• Strong understanding of CRM systems, customer lifecycle, and support metrics.
• Demonstrated ability to implement or optimize self-service solutions (chatbots, help articles, ticket routing).
• Analytical skills with comfort using dashboards and reporting tools (e.g., Power BI, Data Studio).
• Excellent verbal and written communication skills.
• Empathetic and customer-first attitude with bias toward action and resolution.
• Ability to work in a fast-paced startup environment with minimal supervision.

⭐ Preferred Experience (Good to Have):

• Experience in D2C, fashion-tech, or service-based startups.
• Hands-on with WhatsApp Business API, Twilio, or SMS automation tools.
• Understanding of lead management systems and funnel tracking.

Job Types: Full-time, Permanent

Pay: ₹45,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Life insurance
• Provident Fund

Ability to commute/relocate:

• Gachibowli, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your Current Salary?

Experience:

• Customer support: 6 years (Required)

Language:

• Telugu (Required)
• English (Required)
• Hindi (Required)

Location:

• Gachibowli, Hyderabad, Telangana (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person

Speak with the employer
+91 7032228182