Senior Customer Support Manager

Job Description

About ClearAt CLEAR(formerly known as ClearTax), we are on a mission to simplify financial lives for all Indians We make delightful tax-based SaaS and financial service products for businesses and individuals which helps them save money and time We are trusted by over 6 million Indians, more than 50,000 tax professionals, 1 million small businesses and 3,000 large enterprises For small and large businesses, our product suite covers invoicing, GST, a range of managed services and credit For tax professionals, we offer comprehensive GST, Income Tax and TDS solutions For individuals, we offer tax and wealth management solutions With this Series C round, we have raised $140 million in equity capital since inception About the RoleWe are seeking a dedicated Customer Support Manager to lead and manage our customer support operations, focusing on delivering seamless support via emails, calls, and chat, and ensure every customer interaction is handled efficiently and professionally, fostering satisfaction and loyalty Responsibilities (What youll be expected to do) Manage and enhance customer support across emails, calls, and chat platforms to provide a seamless and positive experience Ensure timely and effective responses to customer queries, minimizing delays and maintaining high service standards Analyze recurring issues, customer feedback, and support data to identify and implement process improvements Build trust and foster strong relationships with customers by ensuring transparent, empathetic, and consistent communication via email and other channels Implement SOPs for email formatting, tone, and structure to maintain professional Implement SOPs for email formatting, tone, and structure to maintain professionalism and consistency in communication Ensure proper escalation of unresolved issues via email, collaborating with internal teams like Product and Tech to close tickets efficiently Qualifications Bachelor s degree (preferred: B Com, MBA, or M Com) 1+ years of relevant experience in Customer Support Strong understanding of Direct and Indirect Taxes and SaaS platforms Excellent communication skills required Proficiency in tools like CRM systems, MS Excel, and Google Sheets for data management and reporting Demonstrated problem-solving abilities and a customer-centric mindset Proven ability to manage and mentor teams, ensuring professional growth and high