Overview
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
- 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
Qualifications
- 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
- 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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