Manager – Customer Support

Kiri Accounting

5 - 8 years

0 Lacs

ahmedabad

Posted:1 week ago| Platform:

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Skills Required

customer support communication skills relationship management skills performance management crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role

We are seeking a highly skilled Manager Customer Support with proven expertise in the E-commerce industry
The successful candidate will have hands-on experience with Zendesk, strong leadership abilities, and a results-driven approach to managing KRAs and KPIs
You will play a key role in driving team performance, ensuring customer satisfaction, and maintaining strong client relationships

Key Responsibilities

Lead, coach, and manage a team of customer support executives to achieve performance targets
Oversee daily operations within Zendesk, ensuring SLAs are consistently met
Define, monitor, and report on team performance metrics (CSAT, FRT, AHT, DSAT, etc )
Act as an escalation point for complex issues and ensure timely resolution
Maintain strong client relationships by delivering service excellence
Conduct regular team reviews, coaching sessions, and performance evaluations
Collaborate with cross-functional teams (Logistics, Sales, Operations, Tech) for issue resolution
Drive process improvements to enhance customer experience and operational efficiency

Key Requirements

Minimum 5+ years of experience in E-commerce customer support, with at least 2+ years in a similar position or equivalent
Expertise in Zendesk (or other CRM/helpdesk tools)
Strong understanding of KRAs, KPIs, and performance management
Exceptional communication, leadership, and problem-solving skills
Ability to analyze data and translate insights into action plans
Customer-first mindset with excellent relationship management skills
KPIs to Measure Success

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