Customer Support Manager

1 month ago

Gurugram, India AiSensy Full time

About AiSensy


AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.


  • Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing
  • 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy
  • Working with top brands like Skullcandy, Vivo, Rentomojo, Physicswallah & more
  • High Impact as Businesses drive 25-80% Revenues using AiSensy Platform
  • Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors



Responsibilities :


  • Lead the support team, ensuring a seamless and high-quality customer experience.
  • Develop and scale support operations to efficiently meet growing customer needs.
  • Drive customer satisfaction, loyalty, and retention through proactive support.
  • Lead, mentor, and manage a team of customer support representatives.
  • Set KPIs, monitor team performance, and conduct regular performance reviews.
  • Identify training needs and provide ongoing development for team members.
  • Develop scalable support processes, policies, and best practices.
  • Improve support efficiency and response times based on analytics and customer feedback.
  • Collaborate closely with product and sales teams to align support operations with customer needs.
  • Handle escalated issues directly and resolve complex customer concerns to enhance satisfaction.
  • Maintain a knowledge base, FAQs, and other self-service resources for customer empowerment.
  • Conduct regular satisfaction surveys, analyze feedback, and act on insights to improve customer satisfaction.
  • Track and analyze key support metrics, such as response time, resolution rate, and customer satisfaction scores.
  • Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement.
  • Forecast staffing needs and allocate resources to meet customer demands.
  • Identify and implement process improvements to enhance support efficiency, quality, and customer experience.
  • Develop escalation protocols, response templates, and quality control measures for consistent support.
  • Stay updated on industry trends and best practices to keep AiSensy’s support competitive and effective.


Qualifications


  • 3-5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment).
  • Proven track record of managing and scaling a customer support team in a fast-paced environment.
  • Strong leadership, coaching, and motivational skills.
  • Exceptional verbal and written communication abilities.
  • Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Customer-focused and empathetic, driven to provide a top-notch support experience.
  • High level of organizational skills and ability to multitask effectively.
  • Adaptable, with the ability to prioritize and work well under pressure in a fast-paced environment.

  • Customer Care Executive

    6 months ago

    Gurugram, Haryana, India Aegis Customer Support Services Private Limited Full time

    **Hiring for Outbound process** Minimum qualification - Graduation Minimum experience - 0-1yr 6 days working ( Rotational week off) 9 hrs ( Rotational shift) Salary - 1.8lpa to 2.8lpa Job Location - Sector 18, Gurgaon **Job Types**: Full-time, Permanent **Salary**: ₹15,000.00 - ₹20,000.00 per month **Benefits**: - Paid sick time - Provident...

  • Customer Care Executive

    5 months ago

    Gurugram, Haryana, India STARTEK Aegis Customer Support Services Pvt. Ltd Full time

    **Hiring for Voice Process** Minimum qualification - Graduate Minimum experience - 0-1yr 6 days working ( Rotational week off) 9 hrs ( Rotational shift) Salary - 1.8lpa to 3.5lpa Job Location - Sector 18, Gurgaon **Job Types**: Full-time, Permanent, Fresher **Salary**: ₹12,000.00 - ₹30,000.00 per month **Benefits**: - Paid sick time - Paid time...

  • Customer Support Manager

    1 month ago

    gurugram, India AiSensy Full time

    About AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing400cr+ WhatsApp Messages done between Businesses and Users via AiSensyWorking with top brands like Skullcandy, Vivo,...

  • Customer Support Manager

    3 weeks ago

    gurugram, India AiSensy Full time

    About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp. Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy Working with top brands like Skullcandy,...

  • Customer Support Manager

    1 month ago

    gurugram, India AiSensy Full time

    About AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing400cr+ WhatsApp Messages done between Businesses and Users via AiSensyWorking with top brands like Skullcandy, Vivo,...

  • Customer Support Manager

    1 month ago

    Gurugram, India AiSensy Full time

    About AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing400cr+ WhatsApp Messages done between Businesses and Users via AiSensyWorking with top brands like Skullcandy, Vivo,...

  • Customer Support Manager

    1 month ago

    Gurugram, India AiSensy Full time

    About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp. Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy Working with top brands like Skullcandy,...

  • Customer Support Manager

    3 days ago

    Gurugram, India AiSensy Full time

    About AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing400cr+ WhatsApp Messages done between Businesses and Users via AiSensyWorking with top brands like Skullcandy, Vivo,...

  • Customer Support Manager

    3 days ago

    Gurugram, India AiSensy Full time

    About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp. Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy Working with top brands like Skullcandy,...

  • Customer Support Manager

    3 days ago

    Gurugram, India AiSensy Full time

    About AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing400cr+ WhatsApp Messages done between Businesses and Users via AiSensyWorking with top brands like Skullcandy, Vivo,...

  • Customer Support

    6 months ago

    Gurugram, India Talent Integrators Full time

    We are looking for a qualified Customer Support Executive to manage a team of representatives who will offer excellent customer service and after-sales support.Responsibilities:Managing a team of representatives offering customer support.Overseeing the customer service process.Resolving customer complaints brought to your attention.Creating policies and...

  • Customer Support

    2 weeks ago

    gurugram, India Genpact Full time

    Description - ExternalGenpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works...

  • StashFin - Customer Support Operations Manager

    3 weeks ago

    Gurugram, India Stashfin Full time

    Job Title : Customer Support Operations Manager - Digital Payments Location : Gurgaon, IndiaJob Type : Full-timeRole Overview :- We are seeking a Customer Support Operations Manager to oversee our customer support efforts in digital payments, focusing on UPI transactions. - This role will ensure high-quality, prompt support for customers, fostering a...

  • Customer Support

    2 weeks ago

    gurugram, India Genpact Full time

    Description - ExternalGenpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works...

  • Customer Support

    1 week ago

    gurugram, India Genpact Full time

    Description - External Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works...

  • Customer Support

    4 weeks ago

    gurugram, India Genpact Full time

    Description - ExternalGenpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works...

  • Customer Support

    4 weeks ago

    Gurugram, India Genpact Full time

    Description - ExternalGenpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works...

  • Customer Support

    3 weeks ago

    Gurugram, India Genpact Full time

    Description - External Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works...

  • Customer Support

    4 weeks ago

    Gurugram, India Genpact Full time

    Description - ExternalGenpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works...

  • Customer Support

    3 weeks ago

    gurugram, India Genpact Full time

    Description - External Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works...