Manager - Customer Support

As a Support Manager, you will play a crucial role in leading a team to meet departmental objectives and service level agreements consistently. Your responsibilities will include: - Setting challenging yet achievable departmental objectives aligned with the larger organizational goals. - Clearly communicating performance expectations to the team, monitoring results, and intervening when necessary. - Monitoring Support metrics to ensure process quality control. - Acting as a Single Point of Contact (SPOC) for all L1 Support activities, including customer issues/escalations. - Ensuring team adherence to defined Standard Operating Procedures (SOPs). - Identifying and driving initiatives to enhance process efficiency and customer satisfaction. - Leading and prioritizing the workload of the Support team. - Following up with customers to ensure timely resolution of product-related issues to their satisfaction. - Maintaining accurate documentation logs of support activities. - Promoting team collaboration, inter-team, and intra-team communication for continuous improvements. Qualifications required for this role include: - Minimum 5 years of experience as a customer support executive with at least 3 years in team management. - Excellent written and verbal communication skills. - Exceptional organizational skills and attention to detail. - Proficiency in Microsoft Office suite (Word & Excel), Google suite. - Experience with Helpdesk/Incident Management tools like Zendesk, Freshdesk, Jira, etc. Please note that the job description is sourced from iimjobs.com.,