Senior Customer Support Manager

Key Responsibilities

• Manage end-to-end customer support operations across Voice, Email, WhatsApp, Social Media and other channels.
• Drive key customer support metrics including CSAT, FRT, Resolution Time, SLA Adherence, Abandoned Call Rate and Productivity.
• Lead capacity planning, workforce management, performance reviews and escalation management.
• Identify recurring customer issues, process bottlenecks and manual interventions.
• Improve and standardize SOPs, workflows and customer support processes.
• Identify and implement opportunities for AI, automation, chatbots and self-service.
• Lead and develop customer support teams and team leaders through coaching, training and performance management.
• Analyze customer data and feedback to identify product, logistics, delivery and process-related issues.
• Work closely with Product, Operations, Logistics, D2C and other cross-functional teams to resolve issues at the root cause.
• Lead customer experience and support transformation initiatives from problem identification through implementation and impact measurement.
• Drive initiatives to improve customer experience, team productivity and operational efficiency while reducing support costs.

Requirements

• 8+ years of experience in Customer Support, Customer Experience or Contact Centre Operations.
• Proven experience managing multi-channel customer support teams and operations.
• Strong knowledge of CSAT, FRT, SLA, Resolution Time, Quality, Productivity and Workforce Management.
• Hands-on experience in process improvement, automation and/or AI-led customer support.
• Strong analytical, problem-solving and decision-making skills.
• Excellent people leadership, communication and stakeholder management skills.
• Experience with CRM, helpdesk, customer support or contact centre technologies.
• Ability to analyze customer support data and convert insights into actionable improvements.
• Experience in D2C, E-commerce, Consumer Brands or Retail is preferred.
• Strong technology orientation with the ability to build scalable and efficient support processes.