Customer Support Manager

4 days ago

Pune, Maharashtra, India Global Excellence Academy Full time ₹ 18,00,000 - ₹ 27,00,000 per year
  • Lead, mentor, and motivate a team of customer support executives to deliver exceptional service.
  • Conduct regular training and performance reviews to ensure team effectiveness.
  • Manage staffing levels, scheduling, and workload distribution to maintain service standards.
  • Ensure timely resolution of customer queries, complaints, and escalations through multiple channels (email, chat, phone, social media).
  • Monitor key metrics such as CSAT, NPS, FCR, and TAT to drive continuous improvement.
  • Implement best practices and SOPs to enhance the overall customer experience.
  • Identify recurring issues and work with cross-functional teams to eliminate root causes.
  • Develop and refine processes, workflows, and knowledge bases for efficient operations.
  • Generate and present performance reports, insights, and recommendations to management.
  • Oversee CRM and helpdesk software usage, ensuring optimal configuration and team adoption.
  • Collaborate with IT/product teams to enhance support tools and self-service options.
  • Build long-term relationships with key customers and ensure proactive communication.
  • Implement customer feedback mechanisms to identify improvement areas.
  • Contribute to strategies aimed at reducing churn and improving retention rates.
  • Bachelor's degree (MBA preferred).
  • 5+ years of experience in customer support, with at least 2 years in a managerial role.
  • Excellent communication, problem-solving, and leadership skills.
  • Experience with CRM/helpdesk tools (e.g., i buddy campus etc).
  • Strong analytical mindset and data-driven approach.

Job Types: Full-time, Permanent

Pay: ₹35, ₹45,000.00 per month

Benefits:

  • Provident Fund

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