Assistant Manager -Customer Support Operations -AI Assisted

Assistant Manager Customer Support Operations (AI-Assisted)

Company: KIM.CC
Location: HSR Layout, Bangalore (Work From Office)
Experience: 5–8 Years
Employment Type: Full-Time
Department: Customer Support Operations
Reporting To: Operations Manager

About KIM.CC

KIM.CC is building the future of AI-powered Customer Experience Operations for fast-growing eCommerce, D2C, and SaaS brands across the US, UK, and other global markets.

We combine experienced customer support professionals with AI-assisted workflows to deliver exceptional customer experiences while continuously improving automation quality.

We are looking for an experienced Assistant Manager – Customer Support Operations who can lead multiple international customer support programs, manage cross-functional teams, ensure operational excellence, and drive AI-assisted customer support initiatives.

Role Overview

As an Assistant Manager – Customer Support Operations, you will be responsible for managing multiple international client accounts while leading customer support teams across different business verticals.

You will own operational delivery, client satisfaction, SLA adherence, quality metrics, workforce planning, stakeholder communication, and continuous process improvement.

The ideal candidate should come from an International BPO or Customer Experience environment with proven experience managing multiple clients, leading large support teams, and delivering operational excellence.

Key Responsibilities

• Manage multiple international customer support accounts simultaneously.
• Own operational delivery, SLA, KPI, CSAT, and productivity across client programs.
• Lead, mentor, and develop Team and Customer Support Associates.
• Conduct coaching sessions, performance reviews, and workforce planning.
• Drive adoption of AI-assisted customer support workflows.
• Monitor quality, productivity, first response time, and resolution metrics.
• Handle client and customer escalations with root cause analysis.
• Build relationships with international clients and present business reviews.
• Collaborate with Recruitment, QA, Training, Product, and Implementation teams.
• Identify process improvements and support automation initiatives.

Required Skills & Qualifications

• 5–8 years of experience in International BPO or Customer Support Operations.(Mandatory)
• Minimum 2+ years of experience leading customer support teams.
• Proven experience managing multiple international client accounts.(Mandatory)
• Strong knowledge of SLA, CSAT, Quality, Productivity, WFM, and Escalation Management.
• Experience handling Email, Chat, and Voice support operations.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving abilities.
• Comfortable working in AI-enabled customer support environments.

Good to Have

• Experience in eCommerce, D2C, SaaS, or Retail.
• Experience with Shopify, Gorgias, Zendesk, Freshdesk, Intercom, or Salesforce.
• Experience managing distributed or remote teams.
• Exposure to AI-assisted customer support platforms.
• Lean, Six Sigma, or COPC certification.

What This Role Is NOT

This is not an individual contributor or ticket-handling role. The position focuses on managing multiple international client accounts, leading customer support teams, driving operational excellence, handling escalations, and improving AI-assisted customer support operations.

Why Join KIM.CC?

• Work with global eCommerce, D2C, and SaaS brands.
• Lead AI-first customer support operations.
• Manage multiple international client portfolios.
• Career growth into senior operations leadership roles.
• Collaborative, fast-growing, innovation-driven environment.

Preferred Candidate Profile

• Assistant Manager – Customer Support
• Assistant Manager – International BPO
• Operations Team Lead
• Customer Experience Manager
• Customer Support Manager
• Service Delivery Lead
• Operations Lead – Customer Support
• Client Operations Manager
• Process Manager – Customer Experience