Assistant Manager - Customer Support

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Assistant Manager - Customer Support

Experience 5-8 years

Role Overview

Role Overview

The Customer Support Manager will be responsible for delivering a responsive, transparent and reliable experience to PropertyAngel’s property owners and tenants.

The role involves managing the customer-support team, monitoring service requests and escalations, coordinating with internal teams, and ensuring that every customer receives timely updates and effective resolution. The manager will also use support data and customer feedback to identify recurring problems and improve processes across the organisation.

Key Responsibilities

1. Customer Support Management

• Manage the day-to-day functioning of the customer-support team.

• Ensure that customer queries received through calls, email, WhatsApp, Freshdesk and other channels are acknowledged and resolved within defined timelines.

• Monitor open, pending and overdue tickets.

• Ensure that every interaction is professional, empathetic and solution-oriented.

• Maintain clear ownership of each customer request until final closure.

2. Escalation Management

• Take ownership of complex or sensitive owner and tenant escalations.

• Investigate complaints, understand the root cause and coordinate with the appropriate internal teams for resolution.

• Communicate difficult decisions clearly and respectfully.

• Ensure that customers receive regular updates even when an immediate solution is not available.

• Escalate high-risk matters to senior management when required.

3. Team Leadership

• Lead, train and motivate customer-support executives.

• Allocate work and monitor individual workloads and performance.

• Conduct regular ticket reviews, coaching sessions and quality audits.

• Train the team in communication, conflict management, empathy, documentation and PropertyAngel’s service standards.

• Create a culture of ownership, accountability and continuous improvement.

4. Cross-functional Coordination

• Coordinate with Operations, Accounts, Leasing, Maintenance, Inspections and Relationship Management teams.

• Follow up with internal teams to ensure timely resolution of customer requests.

• Identify gaps in interdepartmental handovers and recommend better workflows.

• Ensure that information provided to customers is accurate and consistent across teams.

5. Systems and Process Management

• Ensure proper use of Freshdesk or other customer-support systems.

• Establish clear ticket categories, priorities, escalation levels and service-level timelines.

• Maintain accurate customer histories, notes and resolution records.

• Develop and update standard operating procedures, response templates and escalation matrices.

• Identify opportunities to automate routine queries without compromising the quality of customer service.

6. Reporting and Service Improvement

• Prepare weekly and monthly reports covering:

• • Ticket volumes and categories

  • First-response and resolution times

  • Pending and ageing tickets

  • Reopened tickets

  • Escalations and recurring complaints

  • Customer satisfaction

  • Team productivity and quality scores

• Analyse support data to identify recurring issues and their root causes.

• Work with management to implement corrective and preventive actions.

• Track whether process improvements have reduced complaints and improved turnaround time.

• Represent the voice of the customer in internal discussions.

Key Performance Indicators

• First-response time

• Average resolution time

• Percentage of tickets resolved within SLA

• Number and ageing of pending tickets

• Reopened-ticket rate

• Customer satisfaction score

• Number of escalations

• Quality and completeness of ticket documentation

• Reduction in recurring complaints

• Team productivity and adherence to processes

Required Qualifications and Experience

• Graduate degree in any discipline.

• Approximately 5–8 years of experience in customer service, customer success, operations or relationship management.

• At least 2 years of experience leading a customer-support team.

• Experience using Freshdesk, Zoho Desk, Zendesk or a similar ticket-management platform.

• Experience in property management, real estate, hospitality, banking or another service-oriented industry would be an advantage.

Skills and Competencies

• Strong written and verbal communication skills.

• Excellent problem-solving and conflict-resolution ability.

• Empathy combined with firmness and sound judgement.

• Ability to remain calm while handling demanding or dissatisfied customers.

• Strong follow-up, coordination and organisational skills.

• Ability to interpret support data and convert it into practical improvements.

• Comfortable working with service-level targets and performance dashboards.

• High attention to detail and documentation.

• Ability to take ownership and work effectively across departments.

Ideal Candidate Profile

We are looking for someone who understands that excellent customer service is not limited to responding politely. It requires ownership, accurate information, proactive communication and reliable follow-through.

The ideal candidate will be able to balance the interests of property owners, tenants and the company while ensuring that commitments are realistic and consistently fulfilled.

CTC: 6,00,000 - 7,00,000 /Year.

Requirements & Skills

Required Qualifications and Experience

• Graduate degree in any discipline.

• Approximately 5–8 years of experience in customer service, customer success, operations or relationship management.

• At least 2 years of experience leading a customer-support team.

• Experience using Freshdesk, Zoho Desk, Zendesk or a similar ticket-management platform.

• Experience in property management, real estate, hospitality, banking or another service-oriented industry would be an advantage.