Customer Support Manager

Job Summary:

We are looking for an experienced and motivated Customer Support Manager to lead and oversee the customer support team at our company. This role is key to ensuring our customers receive top-tier service and support. The Customer Support Manager will be responsible for managing day-to-day operations of the support team, driving customer satisfaction, developing team members, and improving support processes. You will work closely with cross-functional teams (Sales, IT, Product) to ensure that customer issues are resolved quickly and effectively.

Key Responsibilities:

• Team Management and Leadership:
• Lead, motivate, and manage a team of customer support representatives, ensuring high performance, professional development, and a positive team culture.
• Provide ongoing coaching, feedback, and performance reviews to team members.
• Set clear team goals and KPIs, tracking performance and ensuring targets are met or exceeded.
• Handle escalation of complex or unresolved customer issues, ensuring timely and satisfactory resolution.
• Customer Satisfaction & Experience:
• Ensure customers have an excellent experience through timely, helpful, and empathetic support.
• Develop strategies to maintain and increase customer satisfaction and loyalty.
• Implement customer feedback mechanisms (surveys, reviews) and track trends to improve customer service.
• Monitor customer support interactions for quality assurance, identifying areas for improvement.
• Operational Efficiency:
• Oversee daily support operations, ensuring efficient case management, timely response, and appropriate prioritization of support tickets.
• Collaborate with the IT and Product teams to resolve technical issues and improve the overall customer experience.
• Develop and maintain support processes, procedures, and workflows to ensure scalability and efficiency in handling customer queries.
• Use support analytics to identify and address bottlenecks, inefficiencies, and areas for improvement.
• Training & Development:
• Develop and implement training programs to ensure the customer support team is well-versed in company products, services, and support tools.
• Regularly assess team skills and knowledge gaps, providing additional training and resources as needed.
• Foster a continuous learning culture within the team, keeping staff updated on new product features and industry trends.
• Reporting & Analysis:
• Track and report on key performance metrics (e.g., response time, resolution time, customer satisfaction scores, etc.).
• Analyze customer support data to identify trends, recurring issues, and opportunities for product or service improvements.
• Prepare and present regular reports to senior management on team performance, customer feedback, and support-related metrics.
• Collaboration with Cross-Functional Teams:
• Work closely with Sales, IT, Product Development, and other departments to address customer needs, resolve issues, and communicate product updates.
• Provide insights to the Product and Development teams based on customer feedback and recurring issues.
• Assist in the creation of knowledge bases, FAQs, and other customer-facing documentation.
• Process Improvement & Strategy:
• Continuously evaluate and improve customer support processes and strategies to enhance efficiency and customer satisfaction.
• Stay up to date with industry best practices and implement new technologies, tools, or methods to improve support operations.
• Contribute to the development of long-term customer support strategies that align with the company’s goals.

Qualifications:

• Education:
• Bachelor's or Master degree in Business Administration, Information Technology, or a related field. Relevant certifications in customer support or management are a plus.
• Experience:
• Minimum 3-5 years of experience in a customer support role, with at least 2 years in a managerial or leadership capacity, preferably within an IT or SaaS company.
• Proven track record in managing a team and improving customer support processes and outcomes.
• Strong understanding of customer support software, CRM systems (e.g., Zendesk, Salesforce), and data analytics tools.
• Skills & Abilities:
• Excellent leadership and people management skills, with the ability to coach, motivate, and inspire a diverse team.
• Strong problem-solving abilities, with a customer-first mentality and a focus on achieving solutions.
• Ability to analyze and interpret customer data, derive actionable insights, and make data-driven decisions.
• Ability to manage multiple tasks and priorities in a fast-paced, high-pressure environment.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Experience:

• Customer Support Manager: 2 years (Required)

Work Location: In person