Customer Support Manager

2 days ago

Madurai, Tamil Nadu, India Maasi Syngrid Technologies Private Limited Full time ₹ 30,00,000 - ₹ 69,00,000 per year

Job Title: Customer Support Manager

Location: Madurai

Experience Required: Minimum 5 years in Customer Support / Service roles

Employment Type: Full-time

About the Role

We are seeking a highly motivated and experienced Customer Support Manager to lead our support team and ensure exceptional service delivery to our clients. The ideal candidate will have strong leadership skills, a customer-first mindset, and proven expertise in managing support operations.

Key Responsibilities

  • Lead and manage the customer support team to deliver outstanding service and timely resolution of client issues.
  • Develop and implement support strategies, processes, and best practices to enhance customer satisfaction.
  • Monitor and analyze support metrics (response time, resolution rate, CSAT, NPS, etc.) and drive continuous improvement.
  • Handle escalated customer concerns with professionalism and empathy, ensuring quick and effective resolution.
  • Collaborate with cross-functional teams (Sales, Product, Operations, Technical) to address customer needs.
  • Train, mentor, and develop team members to improve performance and build a strong customer support culture.
  • Prepare and present regular reports on customer support performance and insights to senior management.
  • Implement tools and technologies (CRM, ticketing systems, chat support, etc.) to improve efficiency.
  • Stay updated with industry trends and customer service innovations to ensure best practices.

Requirements

  • Bachelor's degree in Business Administration, Management, or related field (MBA preferred).
  • 5+ years of experience in customer support, with at least 2 years in a leadership or managerial role.
  • Proven track record of managing support teams and improving customer experience.
  • Strong communication, interpersonal, and conflict-resolution skills.
  • Hands-on experience with customer support tools (Zendesk, Freshdesk, Salesforce, or similar).
  • Ability to analyze data and generate actionable insights for process improvement.
  • Excellent organizational and time-management skills.
  • Customer-centric mindset with the ability to manage multiple priorities in a fast-paced environment.

Job Types: Full-time, Permanent

Pay: ₹25, ₹45,000.00 per month

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