Customer Support Manager

Job Summary

We are looking for a Customer Support Manager to lead and manage our customer support executive team and ensure timely, effective, and high-quality resolution of customer queries through live chat and email. The ideal candidate should have strong leadership and communication skills, a customer-first approach, and experience managing teams, support operations, and escalations.

Roles & Responsibilities:

• Lead and manage the customer support team and oversee daily support operations.

• Plan and manage rotational shifts, team schedules, shift rosters, and resource allocation to ensure adequate support coverage.

• Handle complex customer issues and escalations, ensuring timely resolution and closure.

• Ensure effective use of CRM, helpdesk, and ticketing systems such as Zendesk, Freshdesk, Intercom, Zoho Desk, etc.

• Collaborate with internal teams to resolve recurring issues and improve customer support processes and workflows.

• Analyse customer feedback and support trends and share actionable insights with relevant teams.

• Identify gaps in existing support processes and suggest improvements to enhance efficiency and customer experience.

• Set performance standards, track key metrics, and implement processes to improve customer satisfaction and service quality.

• Support the interview process by participating in candidate interviews and providing feedback on candidate suitability.

Required Skills & Qualifications

• 4 6+ years of customer support experience, including prior experience in a team-handling/leadership role.

• Strong verbal and written English communication skills.

• Prior experience managing rotational/shift-based teams

• E-commerce, IT, or product support experience is preferred.

• Ability to train, guide, and motivate team members, monitor performance, and provide constructive feedback.

• Customer calling/voice support experience is a plus.

• Hands-on experience with CRM/helpdesk and ticketing platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk, or similar.

• Strong analytical, problem-solving, decision-making, and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.

• Ability to quickly understand product features, workflows, and support processes.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.