Job Description: Customer Support Manager

Job Title: Customer Support Manager

Location: Bangalore

Employment Type: Full-Time

About the Role

We are looking for an experienced and customer-focused Customer Support Manager to lead our customer support team and ensure a consistently high level of service. The ideal candidate will be responsible for managing day-to-day support operations, improving customer satisfaction, coaching team members, and developing processes that enable efficient and scalable customer support.

Key Responsibilities

• Lead, manage, and mentor the customer support team to achieve service and performance targets.
• Monitor daily support operations across email, chat, phone, social media, and other customer channels.
• Establish and track key support metrics such as CSAT, NPS, response time, resolution time, SLA adherence, ticket backlog, and first-contact resolution.
• Develop and implement customer support processes, policies, SOPs, and escalation procedures.
• Handle complex or high-priority customer issues and ensure timely resolution.
• Coach team members through regular one-on-ones, performance reviews, training, and feedback sessions.
• Identify recurring customer issues and work with Product, Technology, Sales, and Operations teams to resolve root causes.
• Analyze customer feedback and support data to identify trends and opportunities for improvement.
• Prepare regular reports and dashboards on support performance and customer experience.
• Manage workforce planning, team schedules, and support coverage to meet business requirements.
• Ensure the team maintains a professional, empathetic, and customer-first approach in every interaction.
• Build and maintain a knowledge base, FAQs, troubleshooting guides, and internal support documentation.
• Continuously identify opportunities to improve automation, self-service, and overall support efficiency.
• Ensure compliance with company policies and data privacy/security requirements.

Required Qualifications

• Bachelor’s degree in business administration, Communications, Management, or a related field.
• 5–10 years of experience in customer support/customer service, with at least 2 years in a team-lead or managerial role.
• Strong experience managing and developing customer support teams.
• Excellent verbal and written communication skills.
• Strong problem-solving, analytical, and decision-making abilities.
• Experience working with CRM/helpdesk platforms.
• Strong understanding of customer support KPIs and SLA management.
• Ability to manage escalations and difficult customer situations effectively.
• Strong organizational and time-management skills.
• Proficiency with MS Office/Google Workspace and reporting tools.

Preferred Skills

• Experience in a fast-paced startup or high-growth environment.
• Experience managing remote or distributed support teams.
• Knowledge of customer experience (CX) best practices.
• Experience with support automation, AI chatbots, and self-service solutions.
• Strong data analysis and reporting skills.
• Experience collaborating with cross-functional teams.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Response Time (FRT)
• Average Resolution Time (ART)
• First Contact Resolution (FCR)
• SLA Compliance
• Ticket Backlog
• Customer Retention
• Team Productivity and Quality Scores