Customer Support Manager

Job Summary

The Customer Support Manager leads the support desk - ensuring every customer query and issue is resolved quickly, professionally and within SLA. This role manages the support team, owns response and resolution standards, and drives customer satisfaction across all support channels.

Responsibilities

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

• Own response and resolution SLAs across all support channels.

• Manage escalations and ensure timely resolution of complex issues.

• Monitor support metrics - response time, resolution time and customer satisfaction.

• Build and maintain support processes, knowledge base and FAQs.

• Coordinate with service and technical teams for issue resolution.

• Train and develop support executives on products and service standards.

  Key Result Areas

• Support SLA compliance (response and resolution)

• Customer satisfaction (CSAT)

• Escalation management

• Support-team productivity and development

• Process and knowledge-base maintenance

  Requirements

• Support-desk leadership and team-management experience

• Strong SLA, escalation and CSAT discipline

• Process design and knowledge-management ability

• Excellent communication and de-escalation skills

• Comfort with CRM/ticketing systems

Disclaimer: This job posting 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.