Job Description: Customer Support Manager
Job Title: Customer Support Manager
Location: Bangalore
Employment Type: Full-Time
About the Role
We are looking for an experienced and customer-focused Customer Support Manager to lead our customer support team and ensure a consistently high level of service. The ideal candidate will be responsible for managing day-to-day support operations, improving customer satisfaction, coaching team members, and developing processes that enable efficient and scalable customer support.
Key Responsibilities
- Lead, manage, and mentor the customer support team to achieve service and performance targets.
- Monitor daily support operations across email, chat, phone, social media, and other customer channels.
- Establish and track key support metrics such as CSAT, NPS, response time, resolution time, SLA adherence, ticket backlog, and first-contact resolution.
- Develop and implement customer support processes, policies, SOPs, and escalation procedures.
- Handle complex or high-priority customer issues and ensure timely resolution.
- Coach team members through regular one-on-ones, performance reviews, training, and feedback sessions.
- Identify recurring customer issues and work with Product, Technology, Sales, and Operations teams to resolve root causes.
- Analyze customer feedback and support data to identify trends and opportunities for improvement.
- Prepare regular reports and dashboards on support performance and customer experience.
- Manage workforce planning, team schedules, and support coverage to meet business requirements.
- Ensure the team maintains a professional, empathetic, and customer-first approach in every interaction.
- Build and maintain a knowledge base, FAQs, troubleshooting guides, and internal support documentation.
- Continuously identify opportunities to improve automation, self-service, and overall support efficiency.
- Ensure compliance with company policies and data privacy/security requirements.
Required Qualifications
- Bachelor’s degree in business administration, Communications, Management, or a related field.
- 5–10 years of experience in customer support/customer service, with at least 2 years in a team-lead or managerial role.
- Strong experience managing and developing customer support teams.
- Excellent verbal and written communication skills.
- Strong problem-solving, analytical, and decision-making abilities.
- Experience working with CRM/helpdesk platforms.
- Strong understanding of customer support KPIs and SLA management.
- Ability to manage escalations and difficult customer situations effectively.
- Strong organizational and time-management skills.
- Proficiency with MS Office/Google Workspace and reporting tools.
Preferred Skills
- Experience in a fast-paced startup or high-growth environment.
- Experience managing remote or distributed support teams.
- Knowledge of customer experience (CX) best practices.
- Experience with support automation, AI chatbots, and self-service solutions.
- Strong data analysis and reporting skills.
- Experience collaborating with cross-functional teams.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Response Time (FRT)
- Average Resolution Time (ART)
- First Contact Resolution (FCR)
- SLA Compliance
- Ticket Backlog
- Customer Retention
- Team Productivity and Quality Scores
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