 
						Customer Support Manager
2 days ago
This role is for one of the Weekday's clients
Salary range: Rs Rs ie INR 5-7 LPA)
Min Experience: 4 years
Location: Mumbai
JobType: full-time
We're looking for an experienced and customer-obsessed Customer Support Manager to lead and elevate our customer service operations. You will oversee a multi-channel support team, optimize processes, and ensure every interaction reflects excellence and care.
Requirements
Key Responsibilities- Lead and manage the customer support team across channels — email, chat, phone, and social media.
- Develop and implement standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery.
- Monitor and analyze key KPIs such as First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
- Handle escalated issues with empathy, ensuring timely and effective resolutions.
- Collaborate with internal teams to address feedback, enhance service quality, and improve customer experience.
- Train, coach, and mentor team members to maintain high performance and service excellence.
- Manage and optimize support tools and platforms to streamline workflows and improve team productivity.
- 7–8 years of experience in customer support, with at least 2 years in a managerial or leadership role.
- Experience in D2C or e-commerce environments preferred.
- Strong communication, leadership, and problem-solving abilities.
- Proficiency with CRM/helpdesk tools such as Zendesk or Freshdesk.
- Ability to thrive in a fast-paced, high-growth environment while managing multiple priorities.
Customer Support | Customer Service | Customer Experience | Customer Satisfaction | CRM Tools | Team Leadership | Process Optimization
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