Customer Support Manager

Lead and optimize offshore multi-tier customer support operations to meet strategic business objectives and ensure timely, high-quality resolutions.

Key Responsibilities

Oversee Tier 1 and Tier 2 support teams; manage queue operations and workforce efficiency in Salesforce; lead agent development and process optimization; drive key KPIs such as CSAT, FCR, and SLA adherence; handle high-level escalations; design SOPs and escalation workflows; analyze data for operational improvements; communicate operational health and collaborate with leadership and cross-functional teams.

Requirements

Mentoring, Performance management, Team leadership, Remote/offshore team management, Salesforce queue management, Omni-channel routing, Custom views in Salesforce, Standard dashboards in Salesforce, Ticket assignment rules in Salesforce, Tracking customer support KPIs, CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), SLA breach rate monitoring, Crisis management, Ownership of complex escalations, Cross-functional resolution, Operational bottleneck identification, SOP design, Escalation path building, Ticket volume evaluation, Capacity planning, Agent QA scoring, Productivity metrics analysis, Verbal communication, Written communication, Reporting to leadership, Collaboration with Product, Engineering, Operations teams