Manager - Customer Support

About the role

We are looking for a Manager – Customer Support with 8+ years of people management experience to lead and run product support operations in a fast-paced environment. This role is responsible for driving execution through Leads and ensuring consistent, high-quality resolution of customer queries across all channels.

What you'll do

• Drive overall support operations by working closely with Leads to ensure teams consistently deliver timely and accurate resolution of customer issues across all…
• Own and drive key support metrics, including SLA adherence, turnaround time, backlog control, productivity, and resolution quality
• Analyze customer issue trends and performance data to uncover gaps in product or service workflows and drive improvements in resolution efficiency, productivity
• Drive a consistent operating rhythm with Leads, including structured check-ins (daily, weekly, monthly), to strengthen accountability, elevate execution standards
• Step in to manage critical or high-impact issues, translating business expectations into clear execution priorities and ensuring aligned

What you need

• 8–14 yrs of experience
• Customer service
• SQL
• BigQuery
• Grafana
• Communication
• Chartered Accountant