Support Assistant Manager –

5 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

  • Executive and Personal Assistant

    19 hours ago

    Mumbai, Maharashtra, India Wing Assistant Full time ₹ 70,000 - ₹ 90,000

    Wing Assistant is one of the world's largest virtual talent platforms. Wing is a venture-backed startup based in Silicon Valley with a globally distributed team. We are seeking an Executive and Personal Assistant to work with C-Suite leaders. This is a unique role, requiring a blend of remote and in-person tasks, as well as executive and personal assistance....

  • Relief Support Worker

    1 week ago

    Mumbai, Maharashtra, India Creative Support Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    Job Reference: 89105Posted: Wednesday 24th September 2025Closing Date: Thursday 9th October 2025£12.30 per hourNorthenden MHRelief/BankWe are looking for caring, flexible and motivated Relief Support Workers to provide person centred care and support to adults with mental health needs in Northenden, Greater Manchester. You will need to be committed to...

  • Manager- Fund Manager Assistant Support

    18 hours ago

    Mumbai, Maharashtra, India M&G plc Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G plc group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. At M&G our purpose is to give...

  • visa executive

    5 days ago

    Navi Mumbai, Maharashtra, India The Visa Manager Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionThe Visa Manager simplifies business travel by making visa processing easy for businesses. We specialize in B2B visa services, ensuring hassle-free applications for employees, clients, or partners. As an authorized vendor for six countries, including China, Brazil, Turkey, the Philippines, Japan, and Thailand, we provide fast, reliable,...

  • Local Support Assistant

    3 days ago

    Navi Mumbai, Maharashtra, India Azurreo Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Location: Rupa Renaissance, Unit No. 2402, 24th Floor, B Wing, D-33 Turbhe MIDC Rd, TTC Industrial Area, MIDC Industrial Area, Turbhe, Navi Mumbai, Maharashtra, 400705Employment Type:Freelancer/on demandDepartment:ITAbout AzurreoAzurreo is a global services company specialized in technology, telecom, and engineering. We support industry leaders around the...

  • Local Support Assistant

    2 days ago

    Navi Mumbai, Maharashtra, India AZURREO Full time ₹ 2,00,000 - ₹ 4,00,000 per year

    Location: Rupa Renaissance, Unit No. 2402, 24th Floor, B Wing, D-33 Turbhe MIDC Rd, TTC Industrial Area, MIDC Industrial Area, Turbhe, Navi Mumbai, Maharashtra, 400705Employment Type: Freelancer/on demandDepartment: ITAbout AzurreoAzurreo is a global services company specialized in technology, telecom, and engineering. We support industry leaders around the...

  • Assistant Manager

    2 days ago

    Mumbai, Maharashtra, India Crest Property Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Team: ManagementOverall Role Objective :Lead and supervise a team of junior accountants and accounting assistants. Assign tasks and ensure the team is meeting deadlines and quality standards. Provide training, mentorship, and performance feedback to the accounting team.Key Accountabilities :-Financial Record Keeping:Oversee the accurate recording of...

  • Assistant Manager Regional Support, MSF

    1 week ago

    Mumbai, Maharashtra, India HSBC Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Some careers open more doors than others.If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.Sales, Distribution and...

  • Assistant Manager

    4 days ago

    Mumbai, Maharashtra, India ACME SERVICES PRIVATE LIMITED Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Assist in sourcing, shortlisting and coordinating interviews for retail roles within the assigned stores.Ensure timely onboarding of new hires and conduct induction programs to familiarize them with company values and policies.Act as a liaison between store staff and management to handle queries, promote engagement activities and support grievance...

  • Regulatory Affairs Specialist

    5 days ago

    Mumbai, Maharashtra, India Tek Support Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Job Title:Regulatory Affairs Specialist Med/Pharma (Female)Location:RemotePosition Overview:We are seeking an experienced Regulatory Affairs professional with expertise in both pharmaceutical and medical device regulatory compliance. The role involves preparing, reviewing, and submitting regulatory documentation to global health authorities, ensuring...