Assistant Support Manager

2 weeks ago

Mumbai Mumbai Suburban Navi Mumbai, India Grayquest Education Finance Pvt Ltd Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Key Responsibilities:

Team Leadership & Supervision:

  • Lead and mentor a team of Team Leaders and Customer Support Executives.

  • Monitor team performance, adherence, and discipline across shifts.

  • Conduct team briefings, daily huddles, and performance evaluations.

Customer Experience & Service Delivery:

  • Ensure timely and effective resolution of customer queries, issues, and escalations.

  • Track and improve key customer metrics including CSAT, FCR, NPS, and AHT.

  • Analyze customer feedback and implement action plans to enhance service quality.

Quality & Process Improvement:

  • Work closely with the Quality team to drive error reduction and coaching initiatives.

  • Conduct RCA (Root Cause Analysis) on repeat complaints and implement corrective

actions.

  • Identify process gaps and collaborate with cross-functional teams to optimize workflows.

Reporting & Analytics:

  • Maintain daily/weekly/monthly MIS on team performance and service levels.

  • Present actionable insights to management and drive performance-based planning.

  • Use data to make informed decisions about team capacity, load balancing, and escalation

trends.

Training & Development:

  • Identify training needs and coordinate with L&D for upskilling programs.

  • Support new joiners and ensure smooth onboarding.

  • Encourage a culture of continuous learning and knowledge sharing.Role & responsibilities

Required Skills & Experience:

  • Graduate in any discipline.

  • 4 to 6 years of experience in customer support operations, with 23 years in a team

leadership or assistant manager role.

  • In-depth knowledge of call center/customer support metrics and KPIs.

  • Strong communication, problem-solving, and people management skills.

  • Hands-on experience with CRM tools like Freshdesk, Zendesk, Salesforce, etc.

  • Ability to handle high-pressure environments and multi-channel support (voice, email).

Nice to Have:

  • Experience in fintech, edtech, or BFSI customer support domains.

  • Exposure to automation tools, ticketing workflows, and AI chatbots.

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