Support Assistant Manager –

4 days ago

Mumbai, Maharashtra, India Action Tour Guide Full time ₹ 2,50,000 - ₹ 6,00,000 per year

Location
: Marol, Mumbai (In-Office Only)

Shift
: Night Shift: 5pm to 2 am IST (US Time Zone)

Experience
: 5–7 Years

Department
: Customer Support

Reports to
: Support Manager / Customer Success Manager

Requirement
: Please apply only if you reside within 5 km of Marol.

About us
At Action Tour Guide ), we build award-winning GPS audio tour apps that turn road trips and sightseeing into engaging storytelling experiences. With a growing global user base, our apps deliver self-guided experiences across national parks, scenic drives, and cultural landmarks. We're a tech-driven company at the intersection of travel, storytelling, and innovation—and we're scaling fast.

Role Summary

  • We are looking for a proactive and experienced support assistant manager to help lead our night support operations.
  • This is a full-time, in-office role in Marol, and the ideal candidate must have 5–7 years of experience in customer support, with at least 2 years in a team leadership or escalation role.
  • You'll assist in managing a growing support team, ensuring timely and high-quality responses to customer queries across email, chat, and partner platforms.
  • You will also play a key role in training, quality checks, escalation handling, and driving improvements in support processes.

Key Responsibilities
:

(1)
Team Su
pervision

  • Assist the manager in overseeing daily shift operations and issue resolution.
  • Monitor agent responses and step in for escalations as needed.
  • Help with staffing, leave tracking, and ensuring full shift coverage.

(2) Customer Experience

  • Ensure customer queries are handled with professionalism, accuracy, and empathy.
  • Maintain high response quality and adherence to SLAs across platforms (email, live chat, OTA platforms, etc.).
  • Flag repeat issues and collaborate with internal teams to improve processes.

(3) Training & QA

  • Support onboarding of new agents by providing training and documentation.
  • Conduct regular quality reviews and give feedback to agents.
  • Update FAQs and SOPs based on new learnings or changes.

(4) Reporting & Metrics

  • Track and report daily support volumes, response times, and resolution trends.
  • Suggest improvements to improve efficiency, reduce response time, and enhance customer satisfaction.

(5) AI & Process Optimization

  • Identify opportunities to use AI tools (chatbots, auto-tagging, summarization, auto-replies, etc.) to improve speed, accuracy, and customer experience.
  • Collaborate with tech and product teams to implement and test AI-based solutions in daily workflows.

(6) Daily & Weekly Calls

  • Join daily check-ins to align on customer complaints, road closure reports, and immediate content fixes.
  • Join Weekly calls with senior management to review ticket trends, unresolved issues, escalations, workflow gaps, and action items for process improvements.

Who You Are

  • 5–7 years of customer support experience (voice/email/chat); at least 2 years in a team lead or assistant manager role.
  • Excellent English communication skills (spoken and written).
  • Comfortable working night shifts from 5pm to 2am (US time zone) from our Marol office.
  • Strong problem-solving mindset and ability to work under pressure.
  • Strong grasp of support tools (e.g., Freshdesk, Zendesk, Google Workspace).
  • Experience with support on OTA platforms (Tripadvisor, GetYourGuide, Viator, etc.) is a plus.
  • Bonus
    : Familiarity with AI-based customer support tools or automation projects.

Benefits

  • Competitive salary based on experience
  • Annual performance bonuses
  • Opportunity to grow into a full Support Manager role

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