Customer Support Manager

About the role

We are looking for an experienced and customer-focused Customer Support Manager to lead our customer support team and ensure a consistently high level of service. The ideal candidate will be responsible for managing day-to-day support operations, improving customer satisfaction, coaching team members, and developing processes that enable efficient and scalable customer support.

What you'll do

• Lead, manage, and mentor the customer support team to achieve service and performance targets
• Monitor daily support operations across email, chat, phone, social media, and other customer channels
• Establish and track key support metrics such as CSAT, NPS, response time, resolution time, SLA adherence, ticket backlog, and first-contact resolution
• Develop and implement customer support processes, policies, SOPs, and escalation procedures
• Handle complex or high-priority customer issues and ensure timely resolution

What you need

• 5–10 yrs of experience
• Customer service
• CRM
• Escalation handling
• MS Office
• SOP writing
• Sales
• BBA

Good to have

• Data privacy

What you get

• ₹50k–₹80k a month