Customer Support Manager

About Lokal:

Access & Empowerment for Bharat through AI and Local Language Internet

Lokal is India's largest regional content and services platform, built for the 500 million+ internet users from tier 2+ towns.Founded by IIT alumni, Lokal started in 2018 to address the lack of relevant local content and now goes beyond content to solve real, everyday problems of Bharat. Growing as a house of apps, Lokal is evolving into an AI-driven discovery and access platform—connecting users in tier 2+ India with the experts, tools, and knowledge they've historically lacked access to:Lokal Matrimony - Location-based matchmaking apps focused on hyperlocal compatibility.Lokal Jobs - Hyperlocal job discovery platform connecting blue- and grey-collar workers with nearby opportunities.GyanTV - Skill-based learning in regional languages (stocks, photography, small business & more).Dostt - Make new friends through voice chats, games, and real, authentic conversationsEaze - A safe space to explore emotional well-being via community-driven support.AstroLokal - Instant access to trusted astrologers through audio and chat.And more - 10+ new apps in testing & exploration across agricultural advisory, legal advisory, financial guidance, and AI-powered personal assistants.

Requirements

Key ResponsibilitiesLeadership & People Development

Lead, coach, and inspire the support team to deliver high-quality service across all channels.Conduct regular coaching and reviews, focusing on both performance and career growth. Data Analysis & Reporting.Build, maintain, and automate dashboards to monitor KPIs like CSAT, NPS, SLA adherence, AHT, backlog trends, and escalations.Use data to identify root causes, predict workload spikes, and optimize staffing.Present weekly and monthly performance reports to leadership with clear recommendations

Proactive Problem-Solving

Anticipate support needs by spotting trends in customer queries and product issues.Partner with Product, Operations, and Quality teams to address recurring pain points.Recommend process or policy changes that enhance efficiency and customer satisfaction.

Operational Excellence

Ensure SLA and quality targets are met consistently.Create and update SOPs, macros, and knowledge base articles.Champion the use of self-service tools to reduce ticket volume.

Key Skills & Qualifications

• Bachelor's degree or equivalent experience
• 3-5 years of customer support experience, with at least 1 year in a leadership role
• Advanced skills in Excel/Google Sheets
• Experience building reports and dashboards in CRM/ticketing platforms (e.g Explore, Freshdesk Analytics, Zohodesk Reports)
• Strong analytical skills with the ability to turn raw data into actionable insights
• Excellent communication, stakeholder management, and presentation skills
• Strategic thinker who stays ahead of trends and proactively proposes improvements.
  

KPIs for the Role

• Improvement in CSAT/NPS and first-contact resolution
• SLA adherence across all channels
• Reduction in recurring issues through preventive measures
• Team productivity and quality scores
• Accuracy, relevance, and adoption of dashboards by leadership