Job Description

We are seeking a highly motivated and experienced

Customer Support Manager

to lead our support team and ensure exceptional service delivery to our clients. The ideal candidate will have strong leadership skills, a customer-first mindset, and proven expertise in managing support operations.

Key Responsibilities

Lead and manage the customer support team to deliver outstanding service and timely resolution of client issues. Develop and implement support strategies, processes, and best practices to enhance customer satisfaction. Monitor and analyze support metrics (response time, resolution rate, CSAT, NPS, etc.) and drive continuous improvement. Handle escalated customer concerns with professionalism and empathy, ensuring quick and effective resolution. Collaborate with cross-functional teams (Sales, Product, Operations, Technical) to address customer needs. Train, mentor, and develop team members to improve performance and build a strong customer support culture. Prepare and present regular reports on customer support performance and insights to senior management. Implement tools and technologies (CRM, ticketing systems, chat support, etc.) to improve efficiency. Stay updated with industry trends and customer service innovations to ensure best practices.
Requirements

Bachelor's degree in Business Administration, Management, or related field (MBA preferred).

5+ years of experience

in customer support, with at least 2 years in a leadership or managerial role. Proven track record of managing support teams and improving customer experience. Strong communication, interpersonal, and conflict-resolution skills. Hands-on experience with customer support tools (Zendesk, Freshdesk, Salesforce, or similar). Ability to analyze data and generate actionable insights for process improvement. Excellent organizational and time-management skills. Customer-centric mindset with the ability to manage multiple priorities in a fast-paced environment.
Job Type: Full-time

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

Provident Fund
Application Question(s):

Will you be able to relocate to Madurai, if you're non-resident in Madurai? How many days of Notice period you have?
Work Location: In person