Senior Customer Support Manager

4 days ago

Bengaluru, Karnataka, India beBeeLeader Full time ₹ 12,00,000 - ₹ 15,00,000
Job Opportunity

We are seeking a dynamic, data-driven leader to head our Support & Resolution Centre (SRC). As the ideal candidate, you will lead a team of specialists, manage escalations, and drive quality to deliver world-class customer support.


About the Role
  • Team Leadership:
    • Lead and mentor a member team, fostering high performance.
    • Manage full-cycle hiring with HR.
    • Conduct monthly 1:1s to review performance and set development plans.
  • Operations Handling:
    • Oversee the resolution of complex customer issues by managing all escalated cases.
    • Lead daily briefings to address performance gaps and share critical updates.
    • Ensure business continuity by providing operational support during weekends when required.
  • Quality Improvement:
    • Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards.
    • Champion operational excellence by identifying process improvements and leading strategic change execution.
    • Leverage data insights on productivity to drive personalized coaching.
  • Reporting Collaboration:
    • Deliver strategic insights through weekly analysis and distribution.
    • Align cross-functional teams on performance goals for cohesive execution.
    • Serve as primary contact for technical inquiries, ensuring swift resolution.
Requirements

You should have:

  • A seasoned people leader with over 3-4 years of hands-on experience successfully managing teams in fast-paced environments.
  • A data-driven strategist who measures and analyses performance, using data to inform decisions.
  • Analytical and detail-oriented, with strong logical skills.
Benefits

This role offers opportunities for growth and development, with a focus on delivering world-class customer support.

We value diversity and inclusivity in our workplace and strive to create a welcoming environment for all employees.

Others

This is an exciting opportunity to join a dynamic team and contribute to the success of our organization.

We encourage applicants from diverse backgrounds to apply.

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