Senior Customer Support Manager

3 days ago

Pune, Maharashtra, India beBeeDevelopment Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Customer Support Team Lead Position Overview

This position is responsible for leading and managing a team of customer support agents, ensuring smooth daily operations, task assignments, and optimal performance. The ideal candidate will have a strong background in customer support management, with hands-on experience in leading teams, driving performance, and ensuring high service standards.

Key responsibilities include:

  • Team Leadership: Provide guidance and direction to the customer support team, ensuring effective communication, coordination, and collaboration among team members.
  • Performance Management: Develop, implement, and track performance metrics, KPIs, and team goals. Assess individual and team performance, providing constructive feedback to drive continuous improvement.
  • Coaching & Development: Provide mentorship and development opportunities for team members, fostering a positive team culture and supporting agents in enhancing their skills.
  • Quality Monitoring: Conduct quality assurance (QA) monitoring to ensure customer interactions align with company standards and best practices. Provide feedback and ensure compliance with service level agreements (SLAs).
  • Customer Support Operations: Oversee the day-to-day operations of the customer support team, ensuring efficient ticket management, timely responses, issue resolution, and streamlined processes.
  • Reporting & Analysis: Generate regular customer support reports, including ticket volumes, resolution times, customer satisfaction metrics, and agent performance. Present findings to senior management and propose process improvements.
  • Tool Management & Integration: Utilize and manage Salesforce and Zoho for ticketing, CRM, and reporting. Ensure effective tool usage and assist with troubleshooting when needed.
  • Escalation Management: Address and resolve escalated customer issues, ensuring timely and effective solutions. Act as a liaison between customers and senior management when necessary.
  • Cross-Functional Collaboration: Work closely with Product, Engineering, and other departments to address customer feedback, identify pain points, and advocate for platform improvements.
  • Process Improvement: Identify opportunities for optimization in support processes and propose initiatives to enhance service quality and operational efficiency.

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