Customer Support Manager

Customer Support Manager

The Customer Support Manager will be responsible for leading the customer support team to resolve issues efficiently and ensure customer satisfaction. This role requires strong leadership, problem solving skills.

Key Responsibilities

• Lead, mentor, and develop the customer support team, ensuring high performance and engagement.
• Conduct regular team meetings, performance reviews, and coaching sessions.
• Manage scheduling, workload distribution, and resource allocation.
• Oversee day-to-day support operations to ensure timely and effective customer assistance.
• Monitor support channels which include email, chat, phone, ticketing system for quality and SLA adherence.
• Handle escalated customer issues and provide resolution in a professional manner.
• Develop and implement customer service policies, procedures, and best practices.
• Track and analyze key performance metrics
• Identify gaps and recommend improvements in workflows, training, and tools.
• Work closely with product, engineering, and sales teams to address recurring issues and customer feedback.
• Ensure effective internal and customer communication about product updates, configuration changes and new processes.
• Create training and support materials
• Ensure the team is well versed in product knowledge, communication skills, and problem resolution techniques.
• Shift management

Qualifications & Skills

• Bachelor’s degree / BE / B.Tech
• 7+ years of experience in customer support, with at least 2 years leadership role.
• Strong interpersonal, leadership, and conflict-resolution skills.
• Excellent written and verbal communication skills.
• Experience with customer support software (Freshdesk, Jira).

Key Performance

• Customer Satisfaction.
• First Response Time and Average Resolution Time.
• Ticket backlog and SLA compliance.