Customer Support Manager

This role is for one of the Weekday's clients

Salary range: Rs 500000 - Rs 700000 (ie INR 5-7 LPA)

Customer Support Manager

Requirements

Key Responsibilities

• Lead and manage the customer support team across channels — email, chat, phone, and social media.
• Develop and implement standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery.
• Monitor and analyze key KPIs such as First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Handle escalated issues with empathy, ensuring timely and effective resolutions.
• Collaborate with internal teams to address feedback, enhance service quality, and improve customer experience.
• Train, coach, and mentor team members to maintain high performance and service excellence.
• Manage and optimize support tools and platforms to streamline workflows and improve team productivity.
  

Qualifications

• 7-8 years of experience in customer support, with at least 2 years in a managerial or leadership role.
• Experience in D2C or e-commerce environments preferred.
• Strong communication, leadership, and problem-solving abilities.
• Proficiency with CRM/helpdesk tools such as Zendesk or Freshdesk.
• Ability to thrive in a fast-paced, high-growth environment while managing multiple priorities.
  

Skills