Customer Support Manager

Job Title: Customer Support Manager Location: Bangalore Department: Customer Support Reports To: Global Head of Customer Success Job Overview: We are seeking a proactive and solution-oriented Customer Support Manager to lead our customer support team in Bangalore and ensure the highest levels of service delivery. The ideal candidate will have a strong background in issue resolution, defect tracking, and project management, with a keen understanding of technical and functional platform specifications.

This role will focus on driving the successful deployment of solutions and fostering positive customer relationships through effective problem-solving and cross-functional collaboration. Key Responsibilities: Issue Resolution / Management: Lead the support team in effectively managing customer issues and inquiries, ensuring timely resolution with a focus on customer satisfaction. Oversee the escalation process for complex or high-priority issues, coordinating with relevant internal teams to ensure quick TAT.

Analyze recurring issues and implement preventive measures to reduce customer complaints. Team Leadership & Management: Lead, mentor, and develop a team of L1 and L2 support agents, fostering a culture of excellence, collaboration, and accountability. Conduct regular performance reviews, provide feedback, and identify training and development needs for team members.

Oversee daily support operations to ensure adherence to SLAs, response times, and resolution quality. Process Design and Enhancement: Develop and optimize support processes, documentation, and workflows to enhance efficiency and scalability. Utilize and enhance tools and technologies to streamline support operations, such as CRM, ticketing systems, and knowledge bases.

Continuous Improvement: Monitor support metrics and KPIs, using data to identify trends and areas for improvement. Stay updated on industry trends and best practices in SaaS customer support. Lead initiatives to improve customer satisfaction, such as NPS or CSAT enhancement projects.

Stakeholder Engagement: Manage stakeholder engagement, resources and ensuring high level customer satisfaction. Conduct stakeholder mapping to identify facets and nature of relationships with and between stakeholders. Conduct checks to determine if activities are performed in accordance with SOPs.

Utilize appropriate methods and tools to track and drive customer satisfaction against set plans and timelines. Platform's Technical & Functional Specification Knowhow: Maintain a deep understanding of the platform's technical and functional specifications to effectively support customer inquiries and troubleshooting. Provide expert guidance to customers on best practices for utilizing platform features and functionality.

Ensure alignment between the customer's needs and the platform's capabilities, helping both parties to maximize the value from the solution. Qualifications: Bachelor's degree in Business, Computer Science, Engineering, or a related field. 8 years of experience in customer support, technical support, or project management, with a focus on issue resolution and solution deployment.

People management Process design Proven experience in managing defect tracking and working with development teams to resolve issues. Expertise in understanding and explaining complex technical and functional platform specifications. Excellent communication skills, both written and verbal, with the ability to interact with technical and non-technical stakeholders.

Ability to work under pressure and manage competing priorities in a fast-paced environment. Desired: ITIL ITSM Certification