Customer Support Manager

Head / Manager – Customer Support (ERP / Software)

Department: Customer Support
Function: ERP / Software Support
Experience: 7–12+ Years
Location: Mumbai
Employment Type: Full-Time
Reporting To: Senior Management / Business Head

About the Role

We are looking for an experienced Customer Support Leader with strong expertise in ERP/software support to take complete ownership of customer support operations, escalations, service quality, and customer satisfaction.

The ideal candidate should have proven experience in managing enterprise software/ERP support teams, handling critical customer escalations, driving Root Cause Analysis (RCA), improving SLA and resolution metrics, and working closely with Product and Development teams to ensure permanent resolution of recurring issues.

This role requires a strong sense of ownership, leadership, customer focus, and the ability to drive issues to closure rather than repeatedly providing temporary solutions.

Key Responsibilities1. Customer Support & Escalation Management

• Take complete ownership of customer support operations and critical escalations.
• Ensure timely and effective resolution of customer issues within defined SLAs.
• Act as the escalation point for high-priority and business-critical customer issues.
• Maintain strong communication with customers during critical incidents and escalations.
• Ensure customers receive regular updates until complete resolution.

2. SLA, TAT & Support Quality

• Monitor and improve SLA adherence, response time, resolution time, and turnaround time (TAT).
• Establish and monitor support performance metrics and service standards.
• Identify gaps in support processes and implement corrective actions.
• Improve overall customer experience and customer satisfaction.
• Ensure quality and consistency in support responses and resolutions.

3. Root Cause Analysis & Permanent Resolution

• Drive structured Root Cause Analysis (RCA) for recurring and critical issues.
• Identify frequently recurring errors and proactively highlight them to the Product and Development teams.
• Raise strong escalation/alarm for issues that require permanent product-level resolution.
• Ensure recurring issues are converted into permanent fixes rather than repeatedly providing temporary solutions.
• Track RCA, corrective actions, preventive actions, and closure.

4. Product & Development Coordination

• Work closely with Product, Development, QA, Implementation, and Technical teams.
• Communicate customer-impacting product issues with clear business impact and priority.
• Follow up on product defects and ensure timely resolution.
• Maintain visibility of critical bugs, recurring issues, and pending product fixes.
• Participate in product improvement discussions based on customer feedback and support trends.

5. Support Revenue & Business Opportunities

• Identify opportunities for additional revenue from existing customers, including:
• AMC (Annual Maintenance Contract)
• Cloud Services
• Premium Support
• Change Requests (CR)
• Additional modules/features
• Consulting and implementation services
• Other value-added support services
• Work with Sales/Business teams to convert identified opportunities into business.
• Identify customer requirements that can generate additional revenue while improving customer value.

6. MIS & Management Reporting

• Review Support MIS regularly and provide meaningful insights to management.
• Conduct weekly reviews of:
• Open tickets
• Critical escalations
• SLA performance
• Response and resolution time
• Recurring issues
• RCA status
• Pending development fixes
• Customer satisfaction
• Support revenue opportunities
• Present trends, risks, and corrective action plans to management.

7. Team Leadership & Process Improvement

• Lead, mentor, and develop the customer support team.
• Define responsibilities, KPIs, and performance expectations for support team members.
• Ensure proper ticket ownership and follow-up.
• Identify training and skill gaps within the team.
• Build a proactive and customer-focused support culture.
• Continuously improve support processes, documentation, knowledge base, and escalation mechanisms.

Key Performance Indicators (KPIs)

• SLA adherence %
• First Response Time
• Average Resolution Time
• Ticket closure rate
• Backlog reduction
• Critical escalation resolution time
• Recurring issue reduction
• RCA completion and closure %
• Customer Satisfaction (CSAT)
• Customer retention/support renewal
• AMC and Premium Support revenue
• Cloud/CR revenue generated through support
• Support team productivity
• Number of permanent product fixes driven through RCA

Pay: ₹70,000.00 - ₹90,000.00 per month

Work Location: In person