Customer Support Manager

Job Description

Job Title: Customer Support Manager (Diversity Hire Women Only) Location: Bengaluru Job Summary: We are seeking a dynamic and experienced Customer Support Manager (female candidate only, as part of our diversity hiring initiative) to lead our Channel Solution Center and drive extraordinary customer experience, sales enablement, and global service excellence. The ideal candidate will bring a strong background in customer success, global client management, sales operations, and lead generation , with a proven ability to lead large teams, drive performance, and manage cross-functional collaboration. Key Responsibilities: Define and implement the Channel Solution Center strategy to align with business growth goals and customer success outcomes. Lead and manage customer service teams delivering exceptional experiences to global customers across time zones and cultures. Drive sales support operations , including lead generation , sales funnel tracking, and coordination with global sales teams to maximize conversions. Champion operational excellence through continuous improvement, process standardization, and performance management. Own and manage customer escalations, collaborating closely with supply chain, planning, production, and sales to resolve delivery issues. Advocate on behalf of customers and deliver solutions that are timely, proactive, and aligned with KPIs. Drive cost optimization while ensuring customer satisfaction, team efficiency, and adherence to SLAs. Build and mentor a high-performing team, with a strong focus on talent development , diversity, and leadership pipeline creation. Required Skills & Competencies: Proven track record in global customer support, international client engagement, and sales collaboration . Strong experience in lead generation , market segmentation, and working with marketing/sales teams to drive qualified opportunities. Demonstrated ability to drive revenue growth through customer satisfaction, upselling, and cross-functional collaboration. Excellent stakeholder management and cross-cultural communication skills . Hands-on experience with CRM and customer support platforms (e.g., Salesforce, HubSpot, Zendesk). Strategic mindset with strong analytical and problem-solving skills . Passionate about customer service, team leadership, and driving results. Education & Experience: Minimum 10 + years of experience in customer service, customer success, or global sales support roles. Strong preference for candidates with engineering or business administration backgrounds. Proven leadership in managing global clients, support teams, and sales coordination functions.