Assistant Manager – US Customer Support

2 weeks ago


Chandigarh, India Talent Aspire Full time

Job Description - Supervise day-to-day operations of the US customer support team - Ensure timely and effective resolution of customer inquiries via email, chat, and phone - Act as the point of escalation for critical or complex customer issues - Monitor team performance through KPIs and service metrics such as AHT, CSAT, FCR, etc. - Coordinate with cross-functional teams (Product, Tech, QA, Sales) to resolve issues and enhance customer satisfaction - Conduct team training, quality audits, and regular performance reviews - Ensure all documentation, SOPs, and helpdesk resources are accurate and up to date - Provide daily/weekly/monthly reports on team performance and customer feedback - Collaborate with US-based stakeholders and internal leadership on strategic initiatives Required Skills & Qualifications: - Bachelor's degree in any discipline (preferred: Business Administration, IT, or related field) - 46 years of total experience with at least 12 years in a supervisory/lead role in international (US) customer support - Excellent written and verbal English communication skills - Strong problem-solving ability and customer-first mindset - Hands-on experience with CRM/helpdesk tools such as Zendesk, Freshdesk, Jira, Salesforce - Proven ability to manage and mentor support teams effectively - Comfortable working night shifts aligned with US time zones Nice to Have: - Experience in FinTech, SaaS, or enterprise software environments - Knowledge of escalation management, SLAs, and workflow automation - Exposure to tools like Confluence, Google Workspace, and Microsoft Office Suite



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