Idyllic Services | Senior Manager Customer Support
1 week ago
Job Title: Manager, Customer Support
Location :- Bengaluru, KA
Work Mode :- Hybrid
Job Summary:
We are seeking an experienced Manager, Customer Support to lead and oversee a team of Interface Customer Support Representatives. This role requires a hands-on leader who can provide technical and product assistance, handle escalated customer issues, and collaborate with cross-functional teams such as Escalation Specialists, QA, and Product Management. You will set the standard for customer service excellence and be responsible for maintaining high levels of customer satisfaction within the team.
Key Responsibilities:
- Establish and lead an offshore support team in Bengaluru, ensuring exceptional customer service and technical support.
- Actively participate in hiring, onboarding, and training new team members, along with ongoing education initiatives for the support team.
- Maintain a visible presence on the support floor (when in the office) and ensure regular communication through various channels.
- Conduct monthly one-on-one sessions with team members and hold team meetings to ensure alignment and performance.
- Monitor team productivity and Quality Check scores to meet established benchmarks.
- Regularly review team members' calls to ensure adherence to quality standards.
- Write and administer performance evaluations at least three times a year.
- Prepare and submit monthly team reports.
- Stay updated on changes in software, technology, and industry trends.
- Perform other duties as assigned by the management team.
Key Performance Outcomes:
- Build and maintain positive, productive relationships within the team.
- Consistently meet project deliverables and deadlines.
- Demonstrate a clear understanding of the company’s business objectives and challenges.
- Exhibit behaviors that align with the organization’s core values.
Required Skills & Experience:
Education:
- Bachelor’s degree or equivalent work experience in a related field.
Experience:
- Minimum 10 years of total experience, with at least 8 years in customer service, preferably in tech, insurance, or business consulting.
- Proven experience (5+ years) leading a customer support team in a technology-driven environment.
- Familiarity with ITIL principles and their application in support processes.
- Experience managing 24/7 product support (preferably for US clients).
- Technical background enabling a strong understanding of products or services.
- Proven ability to thrive in a fast-paced, results-oriented, and collaborative environment.
- Excellent communication skills with the ability to interact effectively with leadership.
- Knowledge of performance evaluation and customer service metrics.
- Willingness to work flexible hours to accommodate global support needs.
Technical Skills:
- Proficiency in support tools such as Confluence, Slack, and Knowledgebase systems.
- Familiarity with CRM platforms, ticketing systems, and customer service tools.
- ITIL certification (preferred).
Competencies:
- Adaptability: Maintains a positive outlook and responds resourcefully to change and ambiguity.
- Collaboration: Builds and leverages relationships across teams to achieve business results.
- Communication: Possesses strong written and verbal communication skills with excellent executive presence.
- Driving Execution: Tackles problems head-on, addresses barriers to performance, and drives continuous improvement.
- Innovation: Introduces new ideas and methods to improve performance and productivity.
- Time Management: Effectively prioritizes tasks to maximize productivity and meet deadlines.
Why Join Us?
- Opportunity to lead a high-performing team and make a significant impact.
- Work in a dynamic, fast-paced environment that values collaboration and innovation.
- Competitive compensation and growth opportunities.
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