Location
: Marol, Mumbai (In-Office Only)
Shift
: Night Shift: 5pm to 2 am IST (US Time Zone)
Experience
: 5–7 Years
Department
: Customer Support
Reports to
: Support Manager / Customer Success Manager
Requirement
: Please apply only if you reside within 5 km of Marol.
About us
At Action Tour Guide (www.actiontourguide.com), we build award-winning GPS audio tour apps that turn road trips and sightseeing into engaging storytelling experiences. With a growing global user base, our apps deliver self-guided experiences across national parks, scenic drives, and cultural landmarks. We’re a tech-driven company at the intersection of travel, storytelling, and innovation—and we’re scaling fast.
Role Summary
- We are looking for a proactive and experienced support assistant manager to help lead our night support operations.
- This is a full-time, in-office role in Marol, and the ideal candidate must have 5–7 years of experience in customer support, with at least 2 years in a team leadership or escalation role.
- You’ll assist in managing a growing support team, ensuring timely and high-quality responses to customer queries across email, chat, and partner platforms.
- You will also play a key role in training, quality checks, escalation handling, and driving improvements in support processes.
Key Responsibilities:(1)Team Su
pervision
- Assist the manager in overseeing daily shift operations and issue resolution.
- Monitor agent responses and step in for escalations as needed.
- Help with staffing, leave tracking, and ensuring full shift coverage.
(2) Customer Experience
- Ensure customer queries are handled with professionalism, accuracy, and empathy.
- Maintain high response quality and adherence to SLAs across platforms (email, live chat, OTA platforms, etc.).
- Flag repeat issues and collaborate with internal teams to improve processes.
(3) Training & QA
- Support onboarding of new agents by providing training and documentation.
- Conduct regular quality reviews and give feedback to agents.
- Update FAQs and SOPs based on new learnings or changes.
(4) Reporting & Metrics
- Track and report daily support volumes, response times, and resolution trends.
- Suggest improvements to improve efficiency, reduce response time, and enhance customer satisfaction.
(5) AI & Process Optimization
- Identify opportunities to use AI tools (chatbots, auto-tagging, summarization, auto-replies, etc.) to improve speed, accuracy, and customer experience.
- Collaborate with tech and product teams to implement and test AI-based solutions in daily workflows.
(6) Daily & Weekly Calls
- Join daily check-ins to align on customer complaints, road closure reports, and immediate content fixes.
- Join Weekly calls with senior management to review ticket trends, unresolved issues, escalations, workflow gaps, and action items for process improvements.
Who You Are
- 5–7 years of customer support experience (voice/email/chat); at least 2 years in a team lead or assistant manager role.
- Excellent English communication skills (spoken and written).
- Comfortable working night shifts from 5pm to 2am (US time zone) from our Marol office.
- Strong problem-solving mindset and ability to work under pressure.
- Strong grasp of support tools (e.g., Freshdesk, Zendesk, Google Workspace).
- Experience with support on OTA platforms (Tripadvisor, GetYourGuide, Viator, etc.) is a plus.
Bonus
: Familiarity with AI-based customer support tools or automation projects.
Benefits
- Competitive salary based on experience
- Annual performance bonuses
- Opportunity to grow into a full Support Manager role
