Customer Support Manager

3 weeks ago


Mumbai, India Weekday AI Full time

This role is for one of the Weekday's clients Salary range: Rs 500000 - Rs 700000 (ie INR 5-7 LPA) Min Experience: 4 years Location: Mumbai JobType: full-time We’re looking for an experienced and customer-obsessed Customer Support Manager to lead and elevate our customer service operations. You will oversee a multi-channel support team, optimize processes, and ensure every interaction reflects excellence and care. Requirements Key Responsibilities - Lead and manage the customer support team across channels — email, chat, phone, and social media. - Develop and implement standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery. - Monitor and analyze key KPIs such as First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT), and Net Promoter Score (NPS). - Handle escalated issues with empathy, ensuring timely and effective resolutions. - Collaborate with internal teams to address feedback, enhance service quality, and improve customer experience. - Train, coach, and mentor team members to maintain high performance and service excellence. - Manage and optimize support tools and platforms to streamline workflows and improve team productivity. Qualifications - 7–8 years of experience in customer support, with at least 2 years in a managerial or leadership role. - Experience in D2C or e-commerce environments preferred. - Strong communication, leadership, and problem-solving abilities. - Proficiency with CRM/helpdesk tools such as Zendesk or Freshdesk. - Ability to thrive in a fast-paced, high-growth environment while managing multiple priorities. Skills Customer Support | Customer Service | Customer Experience | Customer Satisfaction | CRM Tools | Team Leadership | Process Optimization



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