Customer Support Manager

5 days ago

Gurgaon, Haryana, India BhaiFi Full time

Job_Description":" **About the Role

We are looking for a Customer Support Manager to lead and manage our customer support operations. In this role, you will be responsible for overseeing daily activities, ensuring high-quality service delivery, and driving initiatives that improve the overall customer experience. You will collaborate with cross-functional teams, mentor support staff, and implement best practices to build a strong, customer-centric support function.

Key Responsibilities****

****- Manage and oversee the daily operations of the customer support team
- Develop and implement customer service policies and procedures
- Monitor team performance and provide coaching, training, and mentorship
- Handle escalated customer complaints and issues, ensuring swift resolution
- Collaborate with cross-functional teams to improve overall customer experience
- Analyze customer support metrics and prepare reports for management review
- Lead by example and foster a positive and collaborative team environment

Requirements Skills & Qualifications

- Bachelor\degree in Business Administration, Computer Science, or a related field (preferred)
- 4 to 5 years of experience in customer support with at least 1 to 2 years in a managerial role, preferably in the IT or SaaS industry
- Strong leadership and interpersonal skills with a focus on team development
- Excellent communication, conflict resolution, and problem-solving abilities
- Ability to work effectively under pressure in a fast-paced environment
- Experience with CRM software and customer support tools

Nice-to-Have**

**- Prior experience in scaling customer support teams in a startup or SaaS environment
- Familiarity with customer success practices and retention strategies
- Knowledge of customer support automation and AI\-driven support tools

Benefits
- Daily Meditation & Weekly Gratitude Practice
- Comprehensive Health & Wellness Support
- Business Travel Reimbursement

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