We are looking for a Customer Support Manager to lead and scale customer support operations for a global customer base.
This is a hands-on leadership role where you will combine direct customer support ownership with team management and operational improvement. You will handle complex customer issues, coach support team members, improve support workflows, and build processes that ensure customers receive fast, accurate, and consistent assistance.
The ideal candidate has experience managing customer support for international users, understands the expectations of a technical product audience, and can create a strong customer-first support culture. You will play a key role in improving customer satisfaction, strengthening support operations, and turning customer feedback into actionable product improvements.
You will work closely with Product, Engineering, Community, and Operations teams to resolve customer challenges, improve internal processes, and build a support function that can scale with business growth.
Key Responsibilities
- Manage daily customer support operations and ensure timely, accurate, and high-quality responses across all support channels.
- Act as a player-coach by handling complex and priority customer cases while leading and supporting the support team.
- Mentor, train, and coach support team members to improve communication quality, troubleshooting skills, and customer handling.
- Own support operations within Intercom, including inbox management, workflows, ticket routing, automation, reporting, and team processes.
- Manage and optimize Intercom features such as Fin AI, Help Center content, knowledge resources, and automated workflows.
- Define and maintain customer support quality standards, ensuring responses are clear, accurate, empathetic, and consistent.
- Conduct regular quality reviews, provide feedback, and create improvement plans to maintain a high service standard.
- Track and improve key support metrics, including response time, resolution time, SLA performance, CSAT, ticket trends, and customer satisfaction.
- Analyze customer feedback from support conversations, reviews, and community channels to identify recurring issues and improvement opportunities.
- Collaborate with Product and Engineering teams to communicate customer pain points and help drive product enhancements.
- Build scalable support processes, including documentation, escalation paths, onboarding materials, and operational playbooks.
- Support global customer coverage by improving workflows and processes across different regions and time zones.
Required Qualifications
- Proven experience managing customer support operations using Intercom.
- Hands-on experience with Intercom Inbox, workflows, Fin AI, Help Center, automation, and reporting.
- Experience supporting customers across international markets or managing a global customer base.
- Strong background in B2C customer support, especially for technical products or online platforms.
- Experience leading, mentoring, and developing customer support teams.
- Excellent written communication skills with a strong focus on clarity, accuracy, and customer empathy.
- Experience managing support operations using performance metrics such as SLA adherence, CSAT, response times, and resolution rates.
- Strong problem-solving skills with the ability to investigate issues and coordinate with internal teams.
- Ability to work independently, prioritize effectively, and manage multiple customer experience initiatives.
- Willingness to work on-site from the Chennai office.
Preferred Qualifications
- Experience supporting fintech, trading, financial services, SaaS, or other technology-focused products.
- Experience managing multi-channel support operations across email, in-app chat, WhatsApp Business, and social channels.
- Experience building knowledge bases, customer education resources, macros, and self-service support systems.
- Familiarity with customer reputation management platforms, app store reviews, or customer feedback programs.
- Experience improving customer satisfaction scores, online reviews, or support quality metrics.
- Experience scaling support teams and processes in a fast-growing organization.
Pay: ₹2,500,000.00 - ₹4,500,000.00 per year
Application Question(s):
- How many years of experience do you have working with Intercom in a production environment? (Please specify your experience with Inbox, Workflows, Fin AI/Resolution Bot, Help Center, and Reporting)
- How many years of experience do you have working in customer support for an international/multinational company serving a global customer base? (Please specify the company type and customer region)
- How many years of experience do you have managing and coaching customer support teams while also handling complex customer issues directly? (Please describe your player-coach experience)
- How many years of experience do you have in international B2C customer support environments? (Please specify the support volume, channels, and customer regions handled)
- How many years of experience do you have managing support quality, SLA metrics, response/resolution targets, and CSAT improvements? (Please provide examples)
- Are you willing to work in-person from the Chennai office? (Please specify your current location and availability/relocation timeline)
- Are you available for a Zoom interview? (Please specify your availability and preferred time slots)
- What is your current annual compensation? (Please specify your current CTC/salary and currency)
- What are your expected annual compensation expectations? (Please specify your expected CTC/salary and currency)
- What is your notice period or earliest possible joining date? (Please specify your availability)
Work Location: In person
