Customer Support Manager || FNP

Customer Experience Professional

The role involves close collaboration with cross-functional teams to improve partner efficiency, streamline order fulfillment, and strengthen the end-to-end customer journey.

Role & responsibilities

• Lead and oversee all

  customer support management activities

  - including onboarding, performance reviews, and compliance.
• Support

  program management

  , procurement, and supply chain coordination.
• Track and analyze

  key performance indicators (KPIs)

  to ensure SLA compliance and process efficiency.
• Develop objectives and drive

  day-to-day call center support operations

  .
• Implement

  effective resource planning

  to maximize productivity and service quality.

• Collect, analyze, and act

  on partner performance data and feedback.
• Manage

  budgeting, expense tracking, and process optimization

  .

• Hire, coach, and mentor

  large teams (100+ members) to maintain high customer service standards.
• Monitor and improve

  order management, communication protocols, and issue resolution workflows.

• Prepare and present regular

  performance and improvement reports

  to senior management.

budget management

Preferred candidate profile

• Proven experience as a

  Call Center / Customer Support Leader.

• Minimum +

  10 years of relevant experience

  in vendor management, operations, or customer service.
• Experience in leading large teams (

  100+ members

  ).
• Strong understanding of

  SLA management, quality assurance, and performance metrics.

• Proficiency in

  data analysis and decision-making

  based on operational KPIs.
• Excellent knowledge of

  customer service best practices

  and partner engagement models.

Functional & Leadership Competencies

• Excellent

  coaching and mentoring

  abilities.
• Strong

  analytical and problem-solving

  skills.
• Ability to use

  data-driven insights

  for performance improvement.
• Excellent

  communication and stakeholder management

  skills.
• Strong

  collaboration and influencing

  capability across cross-functional teams.
• Proven ability to

  drive change and continuous improvement

  in a fast-paced environment.
• Effective

  project management and prioritization

  skills.

• Prior experience in

  E-Commerce or BPO

  environments.
• Exposure to

  large-scale partner networks or customer operations.