Customer Support Manager- Customer Care & Technical Operations

Job Summary

We are looking for an experienced and dynamic Manager Customer Care/ Technical Operations to manage end-to-end customer support operations across backend and field service teams. The ideal candidate should possess strong leadership, technical support, customer service and operational management skills with proven experience in driving team performance, improving customer satisfaction, and achieving operational KPIs.

Key Responsibilities

Leadership & Operations

• Lead and manage a team of approximately 60 employees including Team Leaders, Technical Support Executives, and Field Service Engineers.
• Oversee Inbound & Outbound, Live Call/Live Chat and Field Operations.
• Ensure timely resolution of customer complaints, technical issues and service requests.
• Drive operational efficiency while ensuring SLA compliance.

Customer Escalation Management

• Handle critical customer escalations and ensure timely resolution.
• Coordinate with Network, Technical, Billing & Sales teams for end-to-end issue resolution.
• Minimize repeat complaints and improve customer satisfaction.

Performance & KPI Management

• Monitor and drive operational KPIs such as:

• SLA

• TAT

• CSAT

• First Time Resolution (FTR)

• Repeat Complaints

• Productivity

• Quality Scores

• Conduct regular performance reviews and implement improvement plans where required.

Quality & Process Compliance

• Ensure adherence to quality standards and operational processes.
• Conduct regular audits of customer interactions and ticket closures.
• Implement continuous process improvement initiatives to enhance operational efficiency.

MIS & Reporting

• Prepare and present Daily, Weekly and Monthly MIS reports to Senior Management.
• Analyse operational data and recommend improvements based on performance trends.
• Present operational updates and business insights to senior management.

Required Skills

• Strong Team Management and Leadership skills.
• Customer Service & Escalation Management.
• Telecom / ISP Technical Support knowledge.
• SLA & KPI Management.
• Process Improvement and Operational Excellence.
• Root Cause Analysis (RCA).
• MIS Reporting and Advanced in MS Excel.
• Excellent communication skills.

Qualification

• Bachelor's Degree in Engineering, Computer Science, Information Technology or any relevant discipline.
• MBA will be an added advantage

Preferred Experience

• 5–12 years of experience in Telecom, ISP, Broadband or Customer Support Operations.
• Minimum 3–5 years of experience managing large customer support teams.
• Experience handling Backend Operations, Live Support Channels and Field Service teams.
• Strong exposure to customer experience, technical support and operational excellence initiatives.

Key Competencies

• Leadership
• Decision Making
• Problem Solving
• Customer Centricity
• Analytical Thinking
• Conflict Resolution
• People Management
• Stakeholder Management
• Continuous Improvement
• Result Orientation