Customer Support Manager

Key Responsibilities

• Lead multi-channel customer support operations across voice, email, chat, social media and digital platforms.
• Manage outsourced contact centres and service partners, ensuring adherence to SLAs, KPIs, quality and cost objectives.
• Own customer escalations, establishing effective escalation mechanisms and ensuring timely resolution of critical cases.
• Strengthen Voice of Customer (VoC) mechanisms and translate customer feedback into actionable insights for Product, Marketing, Service and Operations.
• Drive adoption of CRM, automation, AI/chatbots and analytics to enhance customer experience and operational efficiency.
• Monitor and improve key customer experience metrics including CSAT, NPS, First Contact Resolution (FCR), TAT and SLA adherence.
• Partner with cross-functional stakeholders to continuously improve the end-to-end customer journey.

Required Qualifications / Eligibility

• 8 - 12 years of Customer Support / Customer Experience, including 3+ years in a managerial role.
• Experience in mobile handsets, consumer electronics or a similar consumer-facing industry preferred.
• Proven experience managing outsourced contact centres, partners and multi-channel support operations.
• Strong understanding of CSAT, NPS, FCR, SLAs and escalation management.
• Good exposure to CRM platforms, support automation, analytics and AI-enabled customer service solutions.
• Strong communication, analytical, problem-solving and stakeholder-management skills.
• A customer-first mindset with the ability to balance service quality, customer satisfaction and cost efficiency.

Key Success Metrics

• CSAT & NPS: Improve customer satisfaction and advocacy
• First Contact Resolution (FCR): Maximize resolution at the first interaction
• Escalation TAT: Ensure timely resolution of critical customer issues
• SLA & Partner Performance: Drive consistent achievement of service levels and quality KPIs
• Contact Centre Performance: Improve service quality, responsiveness and productivity
• Voice of Customer (VoC): Convert customer insights into actionable improvements
• Digital & Self-Service Adoption: Increase effectiveness of automation and digital support channels
• Cost Efficiency: Optimize support costs while maintaining customer experience