Customer Support Manager

2 weeks ago

Chennai, Tamil Nadu, India LMES Academy Pvt. Full time ₹ 36,00,000 - ₹ 72,00,000 per year

We are looking for an experienced Customer Support Manager (Voice & Non-Voice) to lead our support team and ensure exceptional customer experiences across all communication channels. The ideal candidate will have a strong background in managing support operations, mentoring teams, and driving continuous process improvement in both voice and non-voice functions.

Roles and Responsibilities:

  • Supervise the customer support team (voice and non-voice) to ensure timely and efficient resolution of customer queries and issues.
  • Handle escalations and provide effective solutions to complex customer concerns.
  • Collaborate with cross-functional teams such as Product, Operations, and Technology to enhance support workflows.
  • Mentor, coach, and train support executives to improve communication, problem-solving, and service quality.
  • Monitor and analyze key performance indicators (KPIs) to drive team performance and customer satisfaction.
  • Ensure all support operations align with company standards, policies, and SLAs.
  • Develop and implement strategies to enhance customer experience and retention.
  • Identify and execute process improvement initiatives to optimize support efficiency.

Qualifications:

  • Bachelor's degree in any discipline (MBA preferred).
  • Proven experience in customer support or service operations, preferably in a leadership role.
  • Excellent communication and interpersonal skills (English and Tamil proficiency preferred).
  • Strong problem-solving and decision-making skills with keen attention to detail.
  • Ability to manage multiple priorities and thrive in a fast-paced environment.
  • Hands-on experience with CRM platforms, ticketing systems, and call center tools.

Key Skills:

  • Customer Service Management (Voice & Non-Voice)
  • Team Leadership & Coaching
  • CRM & Ticketing Systems
  • Escalation Management
  • Process Optimization
  • Performance Monitoring & Reporting
  • Customer Satisfaction Improvement

Why Join Us?

  • Opportunity to be part of a leading EdTech organization impacting millions of learners.
  • Collaborative and growth-oriented work culture.
  • Exposure to diverse customer engagement and technology-driven support tools.
  • Work with a passionate team that values learning, innovation, and excellence.

Job Type: Full-time

Pay: ₹45, ₹60,000.00 per month

Work Location: In person

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