Customer Support Manager

5 hours ago

Mumbai, Maharashtra, India Weekday AI Full time ₹ 6,00,000 - ₹ 8,00,000 per year

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.
Qualifications
  • 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.
Skills

Customer Support | Customer Service | Customer Experience | Customer Satisfaction | CRM Tools | Team Leadership | Process Optimization

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