About the Role
We are looking for an experienced and customer-focused Customer Support Manager to lead our application support function. The ideal candidate will be responsible for managing the support team, ensuring SLA adherence, handling client escalations, and driving continuous improvement in support operations.
This role requires strong leadership skills, technical understanding of enterprise applications, and the ability to work closely with cross-functional teams.
Key Responsibilities
Team Management
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Lead and manage a team of support engineers/executives.
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Monitor ticket queues and ensure timely resolution within defined SLAs.
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Conduct performance reviews and provide coaching and mentoring.
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Plan team schedules, shifts, and resource allocation.
Client & Escalation Management
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Act as the primary escalation point for key customers.
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Conduct regular review calls with clients to discuss open issues and service performance.
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Ensure high levels of customer satisfaction.
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Manage critical incidents and drive resolution within agreed timelines.
Operational Excellence
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Track KPIs such as response time, resolution time, backlog, and customer satisfaction scores.
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Prepare weekly/monthly MIS reports.
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Identify recurring issues and coordinate with Product/Engineering teams for permanent fixes.
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Implement process improvements to enhance service delivery.
Cross-Functional Collaboration
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Work closely with Product, Development, QA, and Infrastructure teams.
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Participate in release planning and change management processes.
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Ensure smooth handover from implementation to support.
Required Skills & Qualifications
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Bachelor’s degree in Engineering / Computer Science or related field.
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6–10+ years of experience in application/product support.
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2+ years of team management experience.
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Strong understanding of ticketing tools (e.g., Jira, Freshdesk, ServiceNow).
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Knowledge of SaaS/cloud-based applications.
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Excellent communication and stakeholder management skills.
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Ability to handle high-pressure situations and critical escalations.
Preferred Skills
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Experience in Retail / E-commerce domain.
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Exposure to global clients and 24x7 support environments.
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ITIL certification (preferred).
Key Competencies
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Leadership & Team Development
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Customer-Centric Approach
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Problem-Solving & Analytical Skills
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Strong Communication Skills
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Process-Oriented Mindset
