Customer Support Manager
2 weeks ago
Location:
On-site/Hybrid
Employment Type:
Full-Time
Experience:
Minimum 3 years in Customer Support (with team handling experience)
We are looking for a
dynamic, empathetic, and proactive Customer Support Manager
to lead our customer support function at iMumz. You will be responsible for managing and scaling support across multiple channels, ensuring a seamless experience for our users, and mentoring a team of executives to provide compassionate, high-quality assistance.
Roles & Responsibilities
- Lead, train, and mentor the Customer Support team to deliver empathetic, effective, and timely assistance to users.
- Oversee user interactions across calls, chats, and emails, ensuring high-quality standards of support.
- Develop training materials, scripts, and guidelines to improve consistency and efficiency of responses.
- Monitor performance metrics (response time, resolution rate, user satisfaction, etc.) and implement strategies to improve them.
- Act as an escalation point for complex or sensitive user queries, ensuring quick and thoughtful resolutions.
- Collaborate with product, content, and tech teams to share user feedback and drive improvements in the app and services.
- Build and refine processes to handle increasing volumes of support requests efficiently.
- Ensure the team maintains accurate records of all interactions using CRM tools.
- Foster a culture of empathy, problem-solving, and continuous learning within the support team.
Skills & Requirements
- Bachelor's degree in any field.
- Minimum 3 years of experience in customer support, with at least 1–2 years in a team handling/leadership role.
- Strong leadership and people management skills, with the ability to coach and motivate team members.
- Excellent verbal and written communication skills in English (Hindi and regional languages are a plus).
- Empathetic, patient, and passionate about supporting women on their fertility journey.
- Experience working with CRM platforms, support tools, and customer experience analytics.
- Strong problem-solving abilities and process-oriented mindset.
- Flexible to work in rotational shifts, including weekends if required.
- Nice to Have: Exposure to women's health, fertility, or wellness industries & prior experience in startups or fast-paced environments.
- Female candidates preferred.
About IMumz
iMumz is India's leading wellness platform for women planning to conceive. We empower women with scientifically backed, holistic programs designed to support fertility, improve lifestyle habits, and prepare the mind and body for pregnancy. Our mobile app blends expert guidance, personalized routines, and emotional wellness to support users throughout their preconception journey.
Why work at iMumz?
Meaningful Impact: Contribute to a mission-driven company creating a healthier and happier future generation.
Continuous Learning & Growth: Gain valuable experience working alongside accomplished professionals.
Drive Change: Play a pivotal role in shaping the iMumz vision and positively impacting families.
Our Journey So Far
- Recognized by Google India as a Top 10 Innovative App in the country.
- Won the prestigious Atma Nirbhar App Innovation Challenge launched by Prime Minister Narendra Modi Ji.
- Featured among the Top 100 Apps in India by Google Play India.
- Showcased in Season 2 of Shark Tank, India, a testament to our pioneering approach.
Are you ready to embark on a rewarding and impactful experience? Apply now
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