Senior Customer Support Representative

We are looking for an experienced and motivated Customer Support Manager / Senior Customer Support Representative to join our team for a US-based business operation.

The ideal candidate should have strong leadership ability, excellent communication skills, and hands-on experience managing customer interactions, support workflows, and team coordination in a fast-paced environment.

Key Responsibilities

· Manage day-to-day customer support operations during the assigned shift.

· Supervise and guide customer support representatives to maintain quality service standards.

· Handle customer escalations, complaints, and complex service issues professionally.

· Monitor team productivity, attendance, and overall performance.

· Train, coach, and support team members to improve communication and service delivery.

· Maintain proper documentation, reports, and follow-up records.

· Coordinate with internal departments including sales, production, and management.

· Identify process improvement opportunities to enhance customer experience and operational efficiency.

Skills Required

· Excellent US English verbal and written communication skills.

· Strong leadership and team management abilities.

· Customer service mindset with strong problem-solving capability.

· Proficiency in MS Office (Excel, Word), internet applications, and CRM/support tools.

· Strong organizational skills and attention to detail.

· Ability to work under pressure and manage multiple priorities.

Experience & Qualification

· 3–6 years of experience in customer support, call center operations, or client service roles.

· At least 1–2 years of supervisory, team lead, or managerial experience preferred.

· Experience handling US-based customers/accounts will be an advantage.

· Bachelor’s degree preferred.

· ZOHO CRM knowledge preferred

Job Details

· Night Shift (5:00 PM – 5:00 AM)(rotation of 9 hours)

· Monday to Friday

· Comfortable, professional, and secure workplace

A competitive salary package will be offered to the right candidate based on experience and capability.

Work Location: In person