Customer Support Manager

Job Summary:

We are seeking a highly motivated and experienced Customer Support Manager to lead and oversee the customer support operations of our organization. The incumbent will be responsible for ensuring that our customers receive exceptional service and support at all times. This role involves managing the day-to-day activities of the support team, driving customer satisfaction, enhancing support processes, and fostering a culture of continuous improvement.

The ideal candidate will possess hands-on experience with Zoho Desk and prior exposure to institute management or educational software systems (SAAS based ERP). This position requires close collaboration with cross-functional teams, including Sales, IT, and Product Development, to ensure prompt and effective resolution of customer issues and a superior client experience.

Key Responsibilities:
1. Team Management and Leadership

• Lead, mentor, and manage a team of customer support representatives to ensure high performance and a positive team culture.
• Provide regular coaching, feedback, and performance evaluations to team members.
• Establish clear team goals, performance indicators, and service standards.
• Manage escalated customer issues, ensuring timely and satisfactory resolutions.

2. Customer Satisfaction and Experience

• Ensure customers receive prompt, empathetic, and effective support services.
• Develop and implement strategies to enhance customer satisfaction and retention.
• Monitor customer feedback and service quality, identifying areas for continuous improvement.
• Oversee quality assurance initiatives and ensure adherence to service standards.

3. Operational Efficiency

• Oversee daily support operations, ensuring timely ticket handling and efficient case management.
• Collaborate with IT and Product teams to resolve technical issues impacting customers.
• Streamline and optimize support workflows, documentation, and escalation processes.
• Utilize data analytics to monitor team productivity and identify areas for operational improvement.

4. Reporting and Analysis

• Track and report key performance metrics such as response time, resolution time, and customer satisfaction scores.
• Analyze support data to identify recurring issues, customer pain points, and improvement opportunities.
• Prepare and present detailed performance and customer insight reports to senior management.

Qualifications:

Education:

• Bachelor’s or Master’s degree in Business Administration, Information Technology, or a related field.
• Professional certifications in customer service management or related areas will be an added advantage.

Experience:

• Minimum 2–3 years of experience in a customer support function, with at least 2 years in a managerial or leadership capacity.
• Proven experience in managing customer support operations within an IT, SaaS, or Institute Software (ERP) environment.
• Strong working knowledge of Zoho Desk or similar CRM/customer support software.
• Demonstrated success in process improvement and customer satisfaction initiatives.

Skills and Competencies:

• Strong leadership and people management capabilities.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Analytical mindset with the ability to derive insights from customer and operational data.
• Customer-centric approach with a strong commitment to service excellence.
• Ability to multitask, prioritize, and thrive in a fast-paced environment.

Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Experience:

• Customer Support Manager: 2 years (Required)

Work Location: In person