
▷ (High Salary) Manager, Customer Support
6 days ago
Overview:
Job Title: Customer Experience Support Manager – ERP (Process Manufacturing)
Role Summary
We are seeking an experienced and dynamic Customer Experience Support Manager to lead a 24x7 support team of 20 engineers (with 2–3 team leads reporting to them). The role involves ensuring world-class support delivery for our ERP system used in process manufacturing, guiding and coaching young engineers, driving adoption of AI solutions, and leveraging cloud platforms to enhance operational efficiency and customer experience.
Key Responsibilities
- Lead and manage a 24x7 customer experience support team (20 members) with 2–3 team leads.
- Oversee day-to-day operations of ERP support (with focus on financial modules and process manufacturing modules).
- Coach, mentor, and develop young engineers and team leads, fostering a culture of learning, ownership, and accountability.
- Establish and monitor KPIs, SLAs, and customer satisfaction metrics; ensure timely resolution of customer issues.
- Collaborate with product, engineering, and infrastructure teams to resolve complex issues and drive continuous improvement.
- Drive adoption of AI-based support tools, automation, and analytics to enhance customer experience and reduce manual effort.
- Build knowledge management systems and documentation to improve team efficiency and reduce repeat incidents.
- Handle escalations and ensure proactive communication with customers and stakeholders.
- Forecast workload and plan staffing, training, and resource allocation.
- Drive root cause analysis (RCA) and implement preventive actions for recurring issues.
- Leverage cloud platform capabilities (preferably Microsoft Azure) for monitoring, scaling, and performance optimization.
Required Skills and Competencies
Skill Area
Specific Requirements
ERP Domain Knowledge
Strong understanding of ERP systems (preferably in process manufacturing domain), including financial modules.
Leadership & People Management
Experience managing large teams (15+ members) with multiple team leads; ability to coach, mentor, and inspire young engineers.
Customer Experience & Support
Proven experience in 24x7 support environments, handling high-volume tickets, escalations, and SLA-driven delivery.
AI & Automation
Exposure to AI-based support tools, chatbots, RPA, or analytics platforms to improve customer experience.
Cloud Familiarity
Understanding of cloud infrastructure concepts, monitoring, and scaling (preferably Microsoft Azure).
Support Tools
Hands-on experience with support and ticketing platforms like Salesforce Service Cloud.
Problem-Solving & Decision-Making
Strong analytical skills, ability to resolve complex issues, and implement systemic improvements.
Communication & Collaboration
Excellent verbal and written communication skills, stakeholder management, and cross-functional collaboration.
Process & Metrics Management
Experience defining and tracking KPIs, SLAs, and CSAT/NPS metrics; driving continuous process improvement.
Industry Experience (Added Advantage)
Prior experience in process or manufacturing industry environments is a strong plus.
Change Management
Ability to lead transformation initiatives, especially implementing new AI solutions and driving adoption across teams.
Educational & Experience Requirements
- Bachelor’s degree in Engineering, Computer Science, or related field (Master’s preferred).
- 10+ years of experience in support or customer experience functions, with at least 3–5 years in a people management role.
- Prior experience in ERP support, process manufacturing, or similar enterprise software is highly desirable
Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability, age, status as a protected veteran or any other group status protected by law. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.
“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy
-
High Salary: Accountant
4 weeks ago
Madurai, Tamil Nadu, India ENERGY CONTROL ENGINEERS Full timeEnergy Control Engineers is hiring an Accountant for our Salem office. This is the first and only accountant role in our office, so we are looking for a responsible and self-driven candidate to manage day-to-day accounts independently.Role & Responsibilities- Maintain all daily accounts including cash, bank, and petty expenses.- Record and file vouchers,...
-
Customer Support Executive
1 week ago
Madurai, India SURUL CHETTINAD AYURVEDIC Full timeCompany Description SURUL Chettinad Ayurvedic Personal Care & Wellness brings the timeless wisdom of Ayurveda to modern lifestyles with authenticity, purity, and trust. Rooted in Chettinad heritage, our formulations are handcrafted using 100% raw herbs and guided by age-old Ayurvedic texts. We believe in true wellness, which is why our products are free from...
-
Customer Support Executive
2 days ago
Madurai, Tamil Nadu, India SURUL CHETTINAD AYURVEDIC Full time ₹ 4,00,000 - ₹ 8,00,000 per yearCompany DescriptionSURUL Chettinad Ayurvedic Personal Care & Wellness brings the timeless wisdom of Ayurveda to modern lifestyles with authenticity, purity, and trust. Rooted in Chettinad heritage, our formulations are handcrafted using 100% raw herbs and guided by age-old Ayurvedic texts. We believe in true wellness, which is why our products are free from...
-
Customer Support Executive
4 weeks ago
Madurai, Tamil Nadu, India PrintMine Full timeAre you passionate about Customer Interactions and adept at strategic thinking to achieve business goals? We have the perfect role for you.Responsibilities:Handle customer queries promptly and provide effective solutions.Manage and respond to customer feedback to ensure high levels of customer satisfaction.Assist in processing orders and address any...
-
▷ (High Salary) AVP-P&C Broker Support
2 weeks ago
Madurai, India Genpact Full timeInviting applications for the role of Assistant Vice President/ Vice President- P&C Insurance Broker Support Team. In this role as a Subject Matter Expert (SME), you will be responsible for helping the Insurance Service Line grow by developing and executing strategies designed to support our insurance company clients, developing new products and solutions,...
-
Associate Customer Support
2 days ago
Madurai, India Talent Leads HR Solutions Full timePermanent Role at IT sector (Non Technical) **Location : Work from Home** **Role : Permanent** **Qualification : Any Degree** **Dept : Customer Support** **Designation : Junior Associate** **Skill : Communication Skills, Analytical Skills, Computer Skills** **Experience : 0 to 5 yrs** **Salary : 25000 to 35000** **Work shift : General** **Job...
-
Chief Marketing Officer
2 weeks ago
Madurai, India CIEL HR Full timeStrong Knowledge of different Buyer Categories like Brands Export Clients Corporate Customers Lead and manage a Pan-India sales team International Marketing Design and execute sales strategies driving the nationwide sales force Motivate and guide the team to achieve sales targets Engage with customers alongside sales executives to onboard them onto...
-
High Salary Registered Nurse
2 weeks ago
Madurai, Tamil Nadu, India CHOC Children's Full timeJob DescriptionWork LocationWork ShiftNight 12hrs (United States of America)Why CHOCAt CHOC, we strive to be the leading destination of children's health by providing exceptional and innovative care. We are responsible for the overall health of our community's pediatric population in our hospitals, clinics, and practices. And because of our breadth of care,...
-
Customer Support Representative
1 week ago
Madurai, India Idealaunch Tech Solution Full timeIdealaunch Tech Solution is a software consultancy that provides services for student projects, website development, digital marketing, and content-oriented support. Need a Customer Support relationship Executive who they already have an experience in the same field We are giving the best support and services to students, start-up business people,...
-
Customer Support Executive
4 days ago
Madurai, Tamil Nadu, India KoinBX Full time ₹ 2,00,000 - ₹ 6,00,000 per yearAbout KoinBX:KoinBX is a centralized cryptocurrency exchange founded in India, operating successfully for over six years. We've grown steadily with a clear vision: to make crypto trading secure, simple, and accessible to users around the world.Our platform supports a wide range of digital assets and is known for its strong security framework, intuitive user...