Customer Support Manager

Job Title: AM / DM – Customer Care & Technical Operations

Location : Chennai

Experience : 5–12 Years

Industry: Telecom / ISP / Broadband / Customer Support Operations

Employment Type: Full-Time

Job Summary

We are looking for an experienced and dynamic Manager– Customer Care/ Technical Operations to manage end-to-end customer support operations across backend and field service teams. The ideal candidate should possess strong leadership, technical support, customer service and operational management skills with proven experience in driving team performance, improving customer satisfaction, and achieving operational KPIs.

Key Responsibilities

Leadership & Operations

Lead and manage a team of approximately 60 employees including Team Leaders, Technical Support Executives, and Field Service Engineers.
Oversee Inbound & Outbound, Live Call/Live Chat and Field Operations.
Ensure timely resolution of customer complaints, technical issues and service requests.
Drive operational efficiency while ensuring SLA compliance.
Customer Escalation Management

Handle critical customer escalations and ensure timely resolution.
Coordinate with Network, Technical, Billing & Sales teams for end-to-end issue resolution.
Minimize repeat complaints and improve customer satisfaction.
Performance & KPI Management

Monitor and drive operational KPIs such as:
SLA
TAT
CSAT
First Time Resolution (FTR)
Repeat Complaints
Productivity
Quality Scores
Conduct regular performance reviews and implement improvement plans where required.
Quality & Process Compliance

Ensure adherence to quality standards and operational processes.
Conduct regular audits of customer interactions and ticket closures.
Implement continuous process improvement initiatives to enhance operational efficiency.
MIS & Reporting

Prepare and present Daily, Weekly and Monthly MIS reports to Senior Management.
Analyse operational data and recommend improvements based on performance trends.
Present operational updates and business insights to senior management.