Customer Support Manager

Key Responsibilities – Customer Support Manager

1. Lead and manage the customer support team to ensure timely, high-quality resolution of customer queries and issues.

2. Lead and manage the customer support team across implementation, support, training, and academic/exam modules.

3. Act as the primary point of contact for escalated customer concerns and ensure effective resolution.

3. Ensure timely resolution of customer tickets in line with defined SLAs and TATs.

4. Monitor daily support operations, escalations, and backlog management.

5. Develop and improve support processes, workflows, and documentation to enhance customer experience.

6. Collaborate with product, implementation, and sales teams to address recurring issues and customer feedback.

7. Conduct regular training and performance reviews for support executives.

8. Analyze support metrics and prepare reports on customer satisfaction, ticket trends, and team performanc

9. Support customer onboarding, training, and post-implementation assistance when required.

10. Ensure high customer retention through proactive support and relationship management.

11. Conduct periodic review meetings with customers to address concerns proactively.

Ideal Candidate Profile – Customer Support Manager

1. 2–7 years of experience in customer support or customer success, preferably in EdTech or SaaS.

2. Proven experience managing or mentoring a customer support team.

3. Strong communication, problem-solving, and conflict-resolution skills.

4. Customer-first mindset with the ability to handle pressure and escalations professionally.

5. Hands-on experience with CRM, ticketing tools, and support dashboards.

6. Ability to analyze data and improve processes based on insights.

7. Organized, detail-oriented, and proactive in approach.

8. Willingness to occasionally travel or coordinate with institutional clients, if required.

What we Offer

Incentives and opportunity to grow with fast expanding national EdTech brand.

Professional training and certification opportunities. 

A collaborative, growth-oriented work culture