Customer Support Manager ( Non-IT BPO)

Job Title: Customer Support Manager

Company: ADA Tech Solutions Pvt. Ltd.
Work Location: Baner, Pune, Maharashtra
Job Type: Full-Time
Work Mode: Work from Office
Department: Customer Support / Operations
Experience: 5–10 Years

Job Summary

ADA Tech Solutions Pvt. Ltd. is looking for an experienced and result-oriented Customer Support Manager to manage customer support operations, lead a team of customer service professionals, improve customer satisfaction, and ensure operational efficiency. The ideal candidate should have strong leadership, communication, problem-solving, and team management skills.

Key Responsibilities

• Manage daily customer support operations and ensure smooth workflow.
• Lead, motivate, and mentor customer support executives and team leaders.
• Monitor team performance, productivity, service quality, and customer satisfaction.
• Handle customer escalations and ensure timely resolution of complaints.
• Track key performance indicators (KPIs), service-level agreements (SLAs), CSAT, AHT, and FCR.
• Conduct performance reviews, coaching sessions, and feedback meetings.
• Identify process gaps and implement strategies to improve service quality.
• Coordinate with internal departments to resolve customer issues.
• Prepare daily, weekly, and monthly performance reports for management.
• Ensure adherence to company policies, quality standards, and operational procedures.
• Support recruitment, onboarding, and training of customer support staff.

Required Skills

• Excellent verbal and written communication skills.
• Strong leadership and team management abilities.
• Good analytical and problem-solving skills.
• Experience in customer complaint handling and escalation management.
• Knowledge of BPO / customer support processes and performance metrics.
• Proficiency in MS Excel, CRM tools, and reporting.
• Ability to manage pressure and achieve operational targets.

Eligibility Criteria

• Experience: 5–10 years in customer support or BPO operations, including team management experience.
• Education: Graduate in any discipline.
• Industry Preference: BPO, Customer Service, Contact Centre, or Customer Experience.
• Work Location: Baner, Pune, Maharashtra.
• Employment Type: Full-Time.
• Work Arrangement: Work from Office.

How to Apply

Interested candidates can apply through Indeed or share their updated resume with our recruitment team.

HR Contact: Purwa
Company: ADA Tech Solutions Pvt. Ltd.
Phone: 9850020704
Email: purwa29ada@gmail.com

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Provident Fund

Work Location: In person