Customer Support Manager

Job Title: Customer Support Manager

Department: Customer Support

Location: Bangalore

Employment Type: Full-Time

Job Summary:-

We are seeking an experienced and customer-focused Customer Support Manager to lead our Customer Support team. The ideal candidate will have 4–6 years of experience in customer support, with strong leadership, communication, and problem-solving skills. This role is responsible for managing the day-to-day support operations, ensuring exceptional customer service across chat, calls, and email, while driving team performance and customer satisfaction.

Key Responsibilities:-

• Lead, mentor, and manage the Customer Support or Escalation team to deliver exceptional customer service.
• Ensure timely resolution of customer queries and complaints received through live chat, inbound/outbound calls, and email.
• Monitor daily support operations and maintain service quality across all communication channels.
• Handle customer escalations and ensure effective resolution within the defined turnaround time (TAT).
• Coordinate with internal departments to resolve customer concerns efficiently.
• Track and improve key customer support metrics such as First Response Time (FRT), Resolution Time (TAT), Customer Satisfaction (CSAT), and Service Level Agreements (SLAs).
• Develop and implement customer support processes, SOPs, and best practices.
• Conduct regular team meetings, performance reviews, coaching, and training sessions.
• Prepare daily, weekly, and monthly reports on team performance and customer service metrics.
• Identify customer pain points and recommend process improvements to enhance the overall customer experience.
• Ensure accurate documentation of customer interactions in CRM and ticketing systems.
• Maintain a high level of professionalism, empathy, and customer-centricity in all interactions.

Requirements & Qualifications:-

• Bachelor's degree in any discipline.
• Minimum 4–6 years of experience in Customer Support, Customer Success, or Customer Service, with at least 2–3 years in a team lead or managerial role.
• Experience in Logistics, Transportation, Supply Chain, or Technology-based platforms will be preferred.
• Excellent verbal and written communication skills in Hindi and English. Knowledge of regional languages is an added advantage.
• Hands-on experience with CRM platforms, ticketing systems, chat support tools, and Microsoft Excel.
• Strong leadership, people management, and conflict-resolution skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong time management and organizational skills.
• Flexible to work in rotational shifts, if required.

Key Skills:-

• Team Leadership
• Customer Relationship Management
• Customer Escalation Handling
• SLA & TAT Management
• Complaint Resolution
• CRM & Ticketing Tools
• MS Excel & Reporting
• Communication & Interpersonal Skills
• Problem Solving
• Process Improvement
• Stakeholder Management