Customer Support Manager

2 days ago

Bengaluru, Karnataka, India Identixweb Full time ₹ 5,00,000 - ₹ 8,00,000 per year
Job Description

We are looking for an experienced and proactive Support Manager to lead our customer support operations. You will be responsible for managing a team of support executives, ensuring high levels of customer satisfaction, improving support processes, and driving team performance. The ideal candidate is analytical, people-oriented, and focused on delivering a world-class support experience.

Roles & Responsibilities for Customer Support Manager
  • Team Management & Leadership
  • Lead, mentor, and motivate a team of customer support executives
  • Monitor team performance and provide regular feedback and coaching
  • Manage shift scheduling, workload distribution, and ensure adequate staffing
  • Conduct regular team meetings, training sessions, and performance reviews
  • Customer Support Operations
  • Oversee daily operations of the support team (calls, chats, emails)
  • Ensure timely and effective resolution of customer issues
  • Track and improve key support metrics (CSAT, FCR, AHT, etc.)
  • Maintain quality assurance standards across all support interactions
  • Process Improvement & Strategy
  • Analyze customer feedback and identify trends or recurring issues.
  • Optimize support workflows and introduce automation/tools where necessary
  • Collaborate with product, tech, and sales teams for escalations and improvements
  • Create and maintain internal SOPs and knowledge base documents
  • Reporting & Insights
  • Generate weekly/monthly reports on team performance and customer feedback
  • Present insights and recommendations to senior management
  • Ensure SLAs and KPIs are consistently met or exceeded
Qualification and Requirement
  • 3+ years of total experience in a customer support/call center environment
  • 2 years of experience in a team lead or managerial role
  • Strong understanding of support metrics, escalation processes, and quality control
  • Excellent leadership, communication, and interpersonal skills
  • Proficiency in CRM tools and support platforms
  • Ability to handle pressure and make data-driven decisions
  • Fluent in English; proficiency in Tamil, Kannada, and Malayalam is a plus
  • Bachelor's degree in any discipline; MBA or relevant certification is an advantage
Skills for Customer Support Manager
  • Communication and Presentation
  • Basic In MS Office and Excel.
  • Experience in accounting, billing, and GST software is Plus
  • Ability to create user guides and FAQs for customers.

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