Customer Support Manager

Role Overview:
The Customer Support Manager will lead and manage the customer support team to ensure high-quality service delivery and customer satisfaction. The role involves supervising daily support operations, handling escalations, improving service processes, and ensuring timely resolution of customer issues. Prior experience in managing support teams is essential, and exposure to the Logistics / Courier Service industry will be an added advantage.

Key Responsibilities:

• Lead, mentor, and motivate the customer support team to achieve performance targets.
• Develop and implement customer service policies, standards, and processes.
• Handle escalated customer complaints with professionalism and effective resolution.
• Monitor team performance through KPIs, SLAs, and customer satisfaction scores.
• Coordinate with operations, sales, and logistics teams to ensure smooth issue resolution.
• Conduct training sessions to enhance product knowledge, communication, and problem-solving skills.
• Analyze customer feedback and service data to identify improvement opportunities.
• Prepare regular reports on team performance, customer satisfaction, and escalations.

Required Qualifications & Skills:

• Proven experience in managing a customer support team.
• Strong leadership, people management, and conflict resolution skills.
• Excellent communication and problem-solving abilities.
• Ability to multitask and work under pressure in a fast-paced environment.
• Good to have: Experience or exposure to Logistics / Courier Service industry.

Job Type: Full-time

Pay: ₹40,000.00 - ₹60,000.00 per month

Work Location: In person

Speak with the employer
+91 8904357595