Customer Support Manager

Role & responsibilities

The Manager Customer Support will lead and manage the support team to ensure exceptional service delivery to BankSoft clients. This role is critical in maintaining high customer satisfaction, driving continuous improvement in support operations, and acting as a bridge between clients and technical teams.

Key Responsibilities

• Lead, mentor, and manage the customer support team handling BankSoft clients.
• Define SLAs and ensure timely resolution of client issues through ticketing systems.
• Monitor, analyze, and report support metrics; drive process improvements and efficiency.
• Act as a point of escalation for unresolved issues; coordinate with product and engineering teams.
• Oversee support for new product rollouts, upgrades, and client onboarding processes.
• Conduct regular client satisfaction surveys and implement feedback mechanisms.
• Maintain documentation, FAQs, and knowledge base for internal and client use.
• Work closely with QA and Development to identify recurring issues and support product enhancements.
• Ensure adherence to regulatory and security protocols in client interactions and data handling.

Preferred candidate profile

Qualifications and Skills

• Graduate/Postgraduate in Computer Science, Information Technology, or related field.
• Minimum 5 years in customer support within the BFSI or enterprise software domain.
• Familiarity with banking software (preferably CBS, USSD, Mobile Banking platforms).
• Proven team leadership and customer-facing skills.
• Strong analytical, problem-solving, and communication skills.
• Experience with tools like Jira, Zoho Desk, Freshdesk, or similar CRM/ticketing platforms.
• Working knowledge of SQL and banking domain workflows is an added advantage.
• Fluency in English and at least one regional language preferred.

Perks and benefits

Job Title: Manager Customer Support
Location: Bengaluru, India
Department: BankSoft Banking Solutions Division
Reporting To: Head – Banking Operations
Experience: 5+ years in Customer Support (at least 2 years in a managerial role)

Salary : 7lpa
Employment Type: Full-time

Mandatory languages: English and Kannada

Working Days: 6 days a week (2nd and 4th Saturday half day and 1st and 3rd Saturday full day)