Customer Support Manager

Job Title: Customer Support Manager – Command Centre

Department: Operations / Command Centre
Location: Bangalore, India
Company: Cautio.in

About Cautio

Cautio.in is a technology-driven company focused on enhancing vehicle safety and fleet management through innovative solutions. Our Command Centre team plays a vital role in ensuring smooth operations and providing exceptional support to our customers across India.

Role Overview

We are looking for an experienced Customer Support Manager to lead our Command Centre team. The ideal candidate will have a strong background in managing large support teams, driving service excellence, and ensuring timely issue resolution in a fast-paced environment.

Key Responsibilities

• Lead and manage a team of 15–20 Customer Support Executives to ensure 24/7 service delivery.
• Monitor daily operations, including real-time incident management, escalations, and customer communications.
• Set team performance goals, conduct regular reviews, and ensure SLAs are met.
• Develop and implement process improvements to enhance customer experience.
• Coordinate with cross-functional teams (technical, field operations, and account management) for issue resolution.
• Prepare daily, weekly, and monthly reports on team performance and key metrics.
• Manage team schedules, ensuring adequate coverage across rotational shifts and week-offs.
• Train, mentor, and motivate team members to achieve performance and quality standards.

Requirements

• Graduate in any discipline; MBA preferred.
• 5–8 years of experience in customer support or command centre operations, with at least 2–3 years in a managerial role.
• Proven experience managing teams of 15–20 members or more.
• Strong communication, problem-solving, and people management skills.
• Ability to work in rotational shifts and handle rotational week-offs.
• Hands-on experience with CRM, ticketing tools, and MIS reporting.
• Experience in the automotive, telematics, or logistics domain is an added advantage.

Key Skills

Team Management | Customer Relationship | Escalation Handling | Operations Management | Reporting & Analytics | Shift Management | Process Improvement

Job Type: Full-time

Pay: ₹50,000.00 - ₹65,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person