Support Manager

Job Description - Support Manager

Role Summary

We are looking for an experienced Support Manager to lead our customer support operations. This is a full-time, work-from-office role requiring 24x7 availability ownership.

Key Responsibilities

• Lead and manage the day-to-day operations of the customer support team (calls, tickets, escalations, Refund etc.)
• Own end-to-end support performance - response time (AHT/FRT), CSAT, and quality scores
• Analyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gaps
• Take initiative to improve the entire support process - SOPs, escalation matrix, agent coaching, and training
• Build and share regular performance reports and insights with leadership
• Handle critical escalations and ensure timely closure with root-cause fixes
• Coordinate with product/tech teams to resolve frequent issues
• Ensure shift planning and coverage for round-the-clock support operations

Requirements

• Prior experience as a Support Manager (mandatory)
• Strong hands-on understanding of ticketing tools and their data/reporting (Freshdesk, Zendesk, Zoho Desk, or similar) - must
• Work From Office role
• 24x7 role - must be available and reachable round the clock; weekend coverage, and on-call ownership (most important requirement)
• Proven track record of improving support metrics and processes proactively, not just maintaining status quo
• Strong people management, coaching, and escalation-handling skills
• Data-driven mindset with good Excel/reporting skills

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.