Customer Support Manager (Voice & Non-Voice)

As an experienced Customer Support Manager (Voice & Non-Voice), you will be responsible for leading the support team to ensure exceptional customer experiences across all communication channels. Your background in managing support operations, mentoring teams, and driving continuous process improvement will be crucial for success in this role. **Key Responsibilities:** - Supervise the customer support team (voice and non-voice) to ensure timely and efficient resolution of customer queries and issues. - Handle escalations and provide effective solutions to complex customer concerns. - Collaborate with cross-functional teams to enhance support workflows. - Mentor, coach, and train support executives to improve communication, problem-solving, and service quality. - Monitor and analyze key performance indicators (KPIs) to drive team performance and customer satisfaction. - Ensure all support operations align with company standards, policies, and SLAs. - Develop and implement strategies to enhance customer experience and retention. - Identify and execute process improvement initiatives to optimize support efficiency. **Qualifications:** - Bachelors degree in any discipline (MBA preferred). - Proven experience in customer support or service operations, preferably in a leadership role. - Excellent communication and interpersonal skills (English and Tamil proficiency preferred). - Strong problem-solving and decision-making skills with keen attention to detail. - Ability to manage multiple priorities and thrive in a fast-paced environment. - Hands-on experience with CRM platforms, ticketing systems, and call center tools. **Why Join Us ** - Opportunity to be part of a leading EdTech organization impacting millions of learners. - Collaborative and growth-oriented work culture. - Exposure to diverse customer engagement and technology-driven support tools. - Work with a passionate team that values learning, innovation, and excellence. This is a full-time position with the work location being in person.,