Customer Support Manager

Role Overview

The Customer Support Manager will be responsible for leading the customer support function, managing customer escalations, improving service quality, and driving operational excellence.

The ideal candidate should have strong people-management skills, excellent communication abilities, and experience managing customer support operations in a FinTech, SaaS, NBFC, Banking, BFSI, or technology-driven environment .

Key Responsibilities

• Lead and manage the Customer Support team to deliver high-quality and timely customer service.
• Develop and implement customer support processes, SOPs, and service standards.
• Monitor customer queries, complaints, escalations, and ensure timely resolution.
• Establish and track SLA, TAT, CSAT, response time, resolution time, and other support KPIs.
• Handle critical and high-priority customer escalations and ensure effective resolution.
• Identify recurring customer issues and work with Product, Technology, Operations, Sales, and other teams to resolve root causes.
• Develop a strong customer feedback mechanism and share actionable insights with internal stakeholders.
• Conduct regular performance reviews, coaching, and training for the support team.
• Ensure effective utilization of CRM and customer support tools for tracking customer interactions and resolutions.
• Prepare and present regular MIS and performance reports to management.
• Identify opportunities to automate repetitive support processes and improve operational efficiency.
• Establish and maintain a knowledge base, FAQs, support scripts, and standard response templates.
• Ensure adherence to company policies, data security standards, and applicable regulatory requirements.
• Drive continuous improvement initiatives to enhance customer satisfaction and retention.

Team Management

• Lead, mentor, and develop the customer support team.
• Define individual and team-level KPIs.
• Conduct regular performance reviews and provide constructive feedback.
• Identify training and development requirements.
• Build a culture of ownership, accountability, responsiveness, and customer-centricity.

Preferred Candidate Profile

• Bachelor’s degree in any discipline; MBA or relevant professional qualification is an added advantage.
• 5–8 years of experience in Customer Support, Customer Success, Client Servicing, or Customer Experience.
• Minimum 2–3 years of experience managing a customer support team.
• Strong experience in handling escalations and managing customer-facing operations.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and stakeholder-management skills.
• Ability to work in a fast-paced and high-growth environment.
• Strong understanding of CRM and customer support platforms.
• Experience in managing support MIS and operational dashboards.

Preferred Industry Experience Experience in any of the following sectors will be preferred:

• FinTech
• NBFC
• Banking
• BFSI
• SaaS
• Technology
• Lending / Financial Services
• Receivables / Collections

Key Skills

• Customer Support Management
• Customer Experience
• Customer Success
• Team Management
• Escalation Management
• SLA & TAT Management
• CSAT & Customer Retention
• CRM Tools
• Process Development & SOPs
• MIS & Reporting
• Root Cause Analysis
• Stakeholder Management
• Problem Solving
• Process Automation
• People Management

Key Performance Indicators

The successful candidate will be responsible for improving and maintaining:

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• Turnaround Time (TAT)
• First Contact Resolution (FCR)
• Resolution Rate
• SLA Adherence
• Escalation Rate
• Customer Retention
• Team Productivity
• Quality Scores

What We’re Looking For

We are looking for a customer-first leader who can combine people management, operational discipline, and technology to build a scalable customer support function.

The ideal candidate should be proactive, data-driven, solution-oriented, and comfortable working closely with cross-functional teams in a rapidly evolving organization.

Why Join CredServ?

At CredServ, you will have the opportunity to build and scale customer support operations in an AI-native, high-growth environment . You will work closely with business, product, technology, and operations teams and play an important role in shaping the customer experience as we scale.