Cautio.in is a technology-driven company focused on enhancing vehicle safety and fleet management through innovative solutions. Our Command Centre team plays a vital role in ensuring smooth operations and providing exceptional support to our customers across India.
Role Overview
We are looking for an experienced
Customer Support Manager
to lead our
Command Centre team
. The ideal candidate will have a strong background in managing large support teams, driving service excellence, and ensuring timely issue resolution in a fast-paced environment.
Key Responsibilities
Lead and manage a team of
15-20 Customer Support Executives
to ensure 24/7 service delivery.
Monitor daily operations, including real-time incident management, escalations, and customer communications.
Set team performance goals, conduct regular reviews, and ensure SLAs are met.
Develop and implement process improvements to enhance customer experience.
Coordinate with cross-functional teams (technical, field operations, and account management) for issue resolution.
Prepare daily, weekly, and monthly reports on team performance and key metrics.
Manage team schedules, ensuring adequate coverage across
rotational shifts and week-offs
.
Train, mentor, and motivate team members to achieve performance and quality standards.
Requirements
Graduate
in any discipline; MBA preferred.
5-8 years
of experience in customer support or command centre operations, with at least
2-3 years in a managerial role
.
Proven experience managing teams of
15-20 members
or more.
Strong communication, problem-solving, and people management skills.
Ability to work in
rotational shifts
and handle
rotational week-offs
.
Hands-on experience with CRM, ticketing tools, and MIS reporting.
Experience in the