Manager, Customer Support

About the role

Working closely with cross-functional stakeholders, you will address escalated customer concerns and translate customer feedback into meaningful service improvements. The position offers an opportunity to shape support operations within a complex technology environment while fostering accountability, collaboration, and continuous learning.

What you'll do

• Lead customer support operations across one or more teams or service tiers, ensuring effective processes, strong team performance, and a customer-focused approach
• Team Leadership & Development
• Lead and direct customer support teams, including supervisors and analysts, delivering technical and non-technical assistance
• Manage employee performance through coaching, development planning, onboarding, succession planning, compensation decisions, and employee relations
• Build team capabilities and ensure appropriate staffing and operational coverage

What you need

• 7–13 yrs of experience
• Customer service
• CRM
• Talent management
• Performance management
• Problem solving
• BBA or B.Tech or B.E. or B.Sc or BCA

Good to have

• ERP
• API testing
• SAS
• Bug tracking
• Postman

What you get

• ₹20.3 L–₹26.6 L a year