Customer Support Manager

3 days ago

Noida HO Noida Uttar Pradesh, India Growcap Account Aggregation Private Limited Full time ₹ 2,00,000 - ₹ 4,00,000 per year

Job Title: Customer Support Manager (5years+ Experience)

Department: Customer Service

Location: Noida Sector 6

Employment Type: Full-Time

Reports To: Customer Support Manager

Job Summary:

We are seeking a highly experienced and dedicated Customer Support Manager with 3 to 6 years of proven expertise in delivering exceptional customer service. The ideal candidate will play a key role in managing customer interactions, resolving complex issues, improving service processes, and mentoring junior staff. This role requires strong communication skills, a customer-first mindset, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities:

  • Manage and resolve escalated customer queries and complaints via phone, email, chat, or in-person interactions.
  • Provide expert support on products/services and ensure customer satisfaction with every interaction.
  • Monitor service delivery KPIs and customer satisfaction metrics, and recommend improvements.
  • Assist in developing and optimizing customer support procedures, policies, and standards.
  • Train and mentor junior support staff, offering guidance and performance feedback.
  • Collaborate with cross-functional teams (sales, technical, operations) to address customer needs.
  • Handle service recovery cases and ensure timely follow-ups to build long-term customer loyalty.
  • Maintain accurate records of customer interactions and follow-up actions in CRM systems.
  • Identify trends in customer issues and suggest long-term solutions to reduce repeat problems.
  • Stay up-to-date with product knowledge, service updates, and industry best practices.

Qualifications & Experience:

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • 3 to 6 years of experience in a customer support or client-facing role, preferably in a corporate or high-volume service environment.
  • Strong understanding of CRM platforms (e.g., Salesforce, Zendesk, Freshdesk).
  • Proven ability to resolve complex customer issues with a calm, solution-oriented approach.
  • Experience coaching or supervising junior team members is a strong advantage.

Key Skills:

  • Excellent verbal and written communication skills
  • High emotional intelligence and conflict resolution capabilities
  • Proficient in data analysis and report generation
  • Strong time management and multitasking skills
  • Customer-centric mindset with a passion for service excellence.

Job Type: Full-time

Pay: ₹20, ₹40,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Provident Fund

Work Location: In person

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