Customer Support Manager

Job Overview:

We are looking for an experienced and proactive Support Manager to lead our customer support operations. You will be responsible for managing a team of support executives, ensuring high levels of customer satisfaction, improving support processes, and driving team performance. The ideal candidate is analytical, people-oriented, and focused on delivering a world-class support experience.

Key Responsibilities:

 Team Management & Leadership

 Lead, mentor, and motivate a team of customer support executives

 Monitor team performance and provide regular feedback and coaching

 Manage shift scheduling, workload distribution, and ensure adequate staffing

 Conduct regular team meetings, training sessions, and performance reviews

 Customer Support Operations

 Oversee daily operations of the support team (calls, chats, emails)

 Ensure timely and effective resolution of customer issues

 Track and improve key support metrics (CSAT, FCR, AHT, etc.)

 Maintain quality assurance standards across all support interactions

 Process Improvement & Strategy

 Analyze customer feedback and identify trends or recurring issues.

 Optimize support workflows and introduce automation/tools where necessary

 Collaborate with product, tech, and sales teams for escalations and improvements

 Create and maintain internal SOPs and knowledge base documents

 Reporting & Insights

 Generate weekly/monthly reports on team performance and customer feedback

 Present insights and recommendations to senior management

 Ensure SLAs and KPIs are consistently met or exceeded

Requirements:

 3+ years of total experience in a customer support/call center environment

 2 years of experience in a team lead or managerial role

 Strong understanding of support metrics, escalation processes, and quality control

 Excellent leadership, communication, and interpersonal skills

 Proficiency in CRM tools and support platforms

 Ability to handle pressure and make data-driven decisions

 Fluent in English; proficiency in Tamil, Kannada, and Malayalam is a plus

 Bachelor’s degree in any discipline; MBA or relevant certification is an advantage

Job Type: Full-time

Pay: ₹660,000.00 - ₹792,000.00 per year

Work Location: In person

Speak with the employer
+91 9510888111