We are looking for an experienced and proactive Support Manager to lead our customer support operations. You will be responsible for managing a team of support executives, ensuring high levels of customer satisfaction, improving support processes, and driving team performance. The ideal candidate is analytical, people-oriented, and focused on delivering a world-class support experience.
Key Responsibilities:
? Team Management & Leadership
? Lead, mentor, and motivate a team of customer support executives
? Monitor team performance and provide regular feedback and coaching
? Manage shift scheduling, workload distribution, and ensure adequate staffing
? Conduct regular team meetings, training sessions, and performance reviews
? Customer Support Operations
? Oversee daily operations of the support team (calls, chats, emails)
? Ensure timely and effective resolution of customer issues
? Track and improve key support metrics (CSAT, FCR, AHT, etc.)
? Maintain quality assurance standards across all support interactions
? Process Improvement & Strategy
? Analyze customer feedback and identify trends or recurring issues.
? Optimize support workflows and introduce automation/tools where necessary
? Collaborate with product, tech, and sales teams for escalations and improvements
? Create and maintain internal SOPs and knowledge base documents
? Reporting & Insights
? Generate weekly/monthly reports on team performance and customer feedback
? Present insights and recommendations to senior management
? Ensure SLAs and KPIs are consistently met or exceeded
Requirements:
? 3+ years of total experience in a customer support/call center environment
? 2 years of experience in a team lead or managerial role
? Strong understanding of support metrics, escalation processes, and quality control
? Excellent leadership, communication, and interpersonal skills
? Proficiency in CRM tools and support platforms
? Ability to handle pressure and make data-driven decisions
? Fluent in English; proficiency in Tamil, Kannada, and Malayalam is a plus
? Bachelor's degree in any discipline; MBA or relevant certification is an advantage
Job Type: Full-time
Pay: ?660,000.00 - ?792,000.00 per year
Work Location: In person
Speak with the employer
+91 9510888111
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