Customer Support Manager

• Team Management & Leadership
• Lead, mentor, and motivate a team of customer support executives
• Monitor team performance and provide regular feedback and coaching
• Manage shift scheduling, workload distribution, and ensure adequate staffing
• Conduct regular team meetings, training sessions, and performance reviews
• Customer Support Operations
• Oversee daily operations of the support team (calls, chats, emails)
• Ensure timely and effective resolution of customer issues
• Track and improve key support metrics (CSAT, FCR, AHT, etc.)
• Maintain quality assurance standards across all support interactions
• Process Improvement & Strategy
• Analyze customer feedback and identify trends or recurring issues.
• Optimize support workflows and introduce automation/tools where necessary
• Collaborate with product, tech, and sales teams for escalations and improvements
• Create and maintain internal SOPs and knowledge base documents
• Reporting & Insights
• Generate weekly/monthly reports on team performance and customer feedback
• Present insights and recommendations to senior management
• Ensure SLAs and KPIs are consistently met or exceeded

• 3+ years of experience in customer support or call center operations, including 2+ years in a team lead or managerial role.
• Strong understanding of support metrics, escalation handling, quality control, and data-driven decision making.
• Excellent leadership, communication, and interpersonal skills with the ability to work under pressure.
• Proficient in CRM tools, support platforms, MS Office & Excel; experience with accounting, billing, and GST software is an added advantage.
• Ability to create customer documentation, including user guides and FAQs.
• Fluent in English; knowledge of Tamil, Kannada, and Malayalam is a plus; Bachelor’s degree required (MBA or relevant certification preferred).

Required Skills