Job Description

Job Title: Customer Support Manager

Department:

Customer Experience

Location:

Hyderabad

Reporting To:

Head of Operations / Founders' Office

Type:

Full-Time

Job Overview:

We are seeking a

dynamic and forward-thinking Customer Support Manager

to lead our customer support function in a

lead-based, digitally driven business environment

. The ideal candidate will have a strong track record in managing modern support operations and be passionate about

leveraging technology and automation

to enhance the customer experience.

This role requires a strategic mindset, digital-first thinking, and a deep understanding of tools and platforms that enable

scalable, responsive, and efficient support

.

Roles and Responsibilities

1. Strategic Leadership & Customer Support Operations

Lead the entire customer support function, ensuring prompt and efficient handling of all customer interactions across channels (email, chat, calls, WhatsApp, social media).

Develop and implement support strategies aligned with company goals--especially focused on lead-to-conversion journey and post-conversion support.

Act as the voice of the customer within the organization, advocating for user needs and service improvements.

2. AI-Powered Support and Automation

Drive the implementation and ongoing improvement of AI-driven support tools, including:

Chatbots for instant query resolution.

Ticket classification and auto-routing.

Response templates and predictive typing tools.

Integrate automation workflows to reduce manual intervention and resolution time.

3. Self-Service Infrastructure

Build and maintain a centralized Knowledge Base, FAQs, and self-help articles to empower customers and reduce ticket volume.

4. Technology & Tools Integration

Identify, evaluate, and manage customer support tools such as:

Helpdesk platforms (e.g., Zendesk, Freshdesk, Intercom)

CRM systems (e.g., Zoho, Salesforce, HubSpot)

Communication platforms (e.g., Twilio, WhatsApp Business API)

Work with IT/Product teams to integrate support tools with lead management systems, order tracking, and user data to provide personalized and contextual support.

5. Data-Driven Decision Making

Define and track KPIs such as:

First Response Time (FRT)

Average Resolution Time (ART)

Customer Satisfaction Score (CSAT)

Net Promoter Score (NPS)

Ticket Deflection Rate via self-service

Generate weekly/monthly reports with actionable insights and share them with leadership and relevant stakeholders.

Use analytics to detect trends, recurring issues, and improvement opportunities.

6. People Management & Development

Recruit, train, and manage a team of customer support agents and team leads.

Define SOPs and escalation matrices to streamline processes.

Conduct regular performance reviews, feedback sessions, and upskilling programs.

Foster a customer-first, empathetic, and digitally mature team culture.

Escalation & Issue Management

Personally handle and resolve high-priority or escalated cases.

Coordinate with internal departments (Tech, Operations, Design, etc.) to ensure quick resolution of complex issues.

Proactively flag and help resolve root causes of systemic support issues.

Customer Journey and Lifecycle Support

Map the customer journey in lead-based business scenarios:

Pre-sale inquiry

Post-purchase onboarding

Service follow-up

Loyalty and re-engagement

Ensure tailored support at each stage of the funnel to improve conversion and retention.

9. Cross-Department Collaboration

Collaborate with:

Marketing: to feed back customer insights and FAQs for campaigns.

Sales: to close warm leads with the help of timely support.

Operations & Tech: to solve real-time fulfillment issues and backend errors.

10. Process Improvement & Innovation

Conduct regular audits of support workflows to identify bottlenecks.

Benchmark against industry standards and bring in new-age solutions to stay ahead.

Recommend and implement process improvements to elevate customer experience.

Requirements:

Educational & Professional Qualifications

Bachelor's Degree in Business, IT, Communication or a relevant field.

MBA or Postgraduate degree (preferred).

Experience

5-8 years of progressive experience in Customer Support/Success roles, preferably in a digital-first or lead-based business.

Proven experience in managing AI-based customer service tools and ticketing platforms like Freshdesk, Zendesk, Intercom, Gorgias, etc.

Skills & Competencies

Strong understanding of CRM systems, customer lifecycle, and support metrics.

Demonstrated ability to implement or optimize self-service solutions (chatbots, help articles, ticket routing).

Analytical skills with comfort using dashboards and reporting tools (e.g., Power BI, Data Studio).

Excellent verbal and written communication skills.

Empathetic and customer-first attitude with bias toward action and resolution.

Ability to work in a fast-paced startup environment with minimal supervision.

? Preferred Experience (Good to Have):

Experience in D2C, fashion-tech, or service-based startups.

Hands-on with WhatsApp Business API, Twilio, or SMS automation tools.

Understanding of lead management systems and funnel tracking.

Job Types: Full-time, Permanent

Pay: ?45,000.00 - ?50,000.00 per month

Benefits:

Health insurance Leave encashment Life insurance Provident Fund
Ability to commute/relocate:

Gachibowli, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

What is your Current Salary?
Experience:

Customer support: 6 years (Required)
Language:

Telugu (Required) English (Required) Hindi (Required)
Location:

Gachibowli, Hyderabad, Telangana (Required)
Willingness to travel:

25% (Required)
Work Location: In person

Speak with the employer

+91 7032228182