Customer Support Manager

Job Title: Customer Support Manager Location: Chandigarh Experience Required: Minimum 5 years Job Type: Full-time Shift: Rotational Shifts Week Off: Rotational Week Off Facilities: Cabs and Meal Provided Job Summary: We are seeking a highly motivated and experienced Customer Support Manager to lead and manage our customer support operations. The ideal candidate will have over 5 years of experience in customer support or service management, with a proven ability to lead teams, handle escalations, and drive customer satisfaction in a fast-paced environment. Key Responsibilities: Lead, mentor, and manage a team of customer support representatives across rotational shifts. Ensure timely and high-quality customer service across all communication channels (calls, emails, chat, etc.). Monitor team performance, set KPIs, and drive continuous improvement. Handle customer escalations and resolve complex issues with professionalism and efficiency. Collaborate with cross-functional teams to improve products, services, and processes. Develop training materials and conduct regular training sessions. Analyze customer feedback and report insights to management. Maintain staffing schedules to ensure 24/7 support coverage. Prepare performance reports and dashboards for internal review. Requirements: Minimum 5 years of experience in customer support with at least 2 years in a managerial or supervisory role. Strong leadership, problem-solving, and decision-making skills. Excellent verbal and written communication. Proficient in using CRM tools and support platforms. Flexible to work in rotational shifts and on rotational week offs . Strong customer orientation with a passion for delivering excellent service. Perks & Benefits: Cabs facility for pick-up and drop. Meals provided during shifts. Opportunity to work in a dynamic and collaborative environment. Career growth and internal mobility opportunities. Job Types: Full-time, Permanent Pay: ₹50,000.00 - ₹83,000.00 per month Benefits: Food provided Paid sick time Paid time off Provident Fund Schedule: Evening shift Monday to Friday Night shift Rotational shift Ability to commute/relocate: Chandigarh, Chandigarh: Reliably commute or planning to relocate before starting work (Preferred) Application Question(s): What is your current CTC ? Experience: Customer support: 5 years (Preferred) Shift availability: Night Shift (Preferred) Work Location: In person