Customer Support Manager

Location:

Employment Type:

Experience:

dynamic, empathetic, and proactive Customer Support Manager

Roles & Responsibilities

• Lead, train, and mentor the Customer Support team to deliver empathetic, effective, and timely assistance to users.
• Oversee user interactions across calls, chats, and emails, ensuring high-quality standards of support.
• Develop training materials, scripts, and guidelines to improve consistency and efficiency of responses.
• Monitor performance metrics (response time, resolution rate, user satisfaction, etc.) and implement strategies to improve them.
• Act as an escalation point for complex or sensitive user queries, ensuring quick and thoughtful resolutions.
• Collaborate with product, content, and tech teams to share user feedback and drive improvements in the app and services.
• Build and refine processes to handle increasing volumes of support requests efficiently.
• Ensure the team maintains accurate records of all interactions using CRM tools.
• Foster a culture of empathy, problem-solving, and continuous learning within the support team.
  

Skills & Requirements

• Bachelor’s degree in any field.
• Minimum 3 years of experience in customer support, with at least 1–2 years in a team handling/leadership role.
• Strong leadership and people management skills, with the ability to coach and motivate team members.
• Excellent verbal and written communication skills in English (Hindi and regional languages are a plus).
• Empathetic, patient, and passionate about supporting women on their fertility journey.
• Experience working with CRM platforms, support tools, and customer experience analytics.
• Strong problem-solving abilities and process-oriented mindset.
• Flexible to work in rotational shifts, including weekends if required.
• Nice to Have: Exposure to women’s health, fertility, or wellness industries & prior experience in startups or fast-paced environments.
• Female candidates preferred.
  

About IMumz

Why work at iMumz?

Our Journey So Far

• Recognized by Google India as a Top 10 Innovative App in the country.
• Won the prestigious Atma Nirbhar App Innovation Challenge launched by Prime Minister Narendra Modi Ji.
• Featured among the Top 100 Apps in India by Google Play India.
• Showcased in Season 2 of Shark Tank, India, a testament to our pioneering approach.