Manager – Customer Support

3 days ago

Ahmedabad, Gujarat, India Kiri Accounting Full time ₹ 4,00,000 - ₹ 8,00,000 per year

About the Role

  • We are seeking a highly skilled Manager Customer Support with proven expertise in the E-commerce industry
  • The successful candidate will have hands-on experience with Zendesk, strong leadership abilities, and a results-driven approach to managing KRAs and KPIs
  • You will play a key role in driving team performance, ensuring customer satisfaction, and maintaining strong client relationships

Key Responsibilities

  • Lead, coach, and manage a team of customer support executives to achieve performance targets
  • Oversee daily operations within Zendesk, ensuring SLAs are consistently met
  • Define, monitor, and report on team performance metrics (CSAT, FRT, AHT, DSAT, etc )
  • Act as an escalation point for complex issues and ensure timely resolution
  • Maintain strong client relationships by delivering service excellence
  • Conduct regular team reviews, coaching sessions, and performance evaluations
  • Collaborate with cross-functional teams (Logistics, Sales, Operations, Tech) for issue resolution
  • Drive process improvements to enhance customer experience and operational efficiency

Key Requirements

  • Minimum 5+ years of experience in E-commerce customer support, with at least 2+ years in a similar position or equivalent
  • Expertise in Zendesk (or other CRM/helpdesk tools)
  • Strong understanding of KRAs, KPIs, and performance management
  • Exceptional communication, leadership, and problem-solving skills
  • Ability to analyze data and translate insights into action plans
  • Customer-first mindset with excellent relationship management skills
  • KPIs to Measure Success

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