Customer Support Manager

3 days ago

Bengaluru, Karnataka, India Lokal Full time US$ 90,000 - US$ 1,20,000 per year

About the Role

We are looking for a data-driven Customer Support Lead who thrives on turning insights into action. This role is perfect for someone who can lead a high-performing support team while also diving deep into data, building dashboards, and identifying trends before they become problems. Youll own the operational health of our support function, ensuring exceptional customer experience and driving continuous improvement through data-led decision-making.

Key Responsibilities

Leadership & People Development

  • Lead, coach, and inspire the support team to deliver high-quality service across all channels.
  • Conduct regular coaching and reviews, focusing on both performance and career growth.

Data Analysis & Reporting

  • Build, maintain, and automate dashboards to monitor KPIs like CSAT, NPS, SLA adherence, AHT, backlog trends, and escalations.
  • Use data to identify root causes, predict workload spikes, and optimize staffing.
  • Present weekly and monthly performance reports to leadership with clear recommendations.

Proactive Problem-Solving

  • Anticipate support needs by spotting trends in customer queries and product issues.
  • Partner with Product, Operations, and Quality teams to address recurring pain points.
  • Recommend process or policy changes that enhance efficiency and customer satisfaction.

Operational Excellence

  • Ensure SLA and quality targets are met consistently.
  • Create and update SOPs, macros, and knowledge base articles.
  • Champion the use of self-service tools to reduce ticket volume.

Key Skills & Qualifications

  • Bachelors degree or equivalent experience.
  • 3–5 years of customer support experience, with at least 1 year in a leadership role.
  • Advanced skills in Excel/Google Sheets
  • Experience building reports and dashboards in CRM/ticketing platforms (e.g Explore, Freshdesk Analytics, Zohodesk Reports).
  • Strong analytical skills with the ability to turn raw data into actionable insights.
  • Excellent communication, stakeholder management, and presentation skills.
  • Strategic thinker who stays ahead of trends and proactively proposes improvements.

KPIs for the Role

  • Improvement in CSAT/NPS and first-contact resolution.
  • SLA adherence across all channels.
  • Reduction in recurring issues through preventive measures.
  • Team productivity and quality scores.
  • Accuracy, relevance, and adoption of dashboards by leadership.

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