We are looking for a data-driven, empathetic, and leadership-focused Support Manager to guide our support team and elevate our customer experience. In this role, you will be responsible for overseeing day-to-day support operations, mentoring a team of support specialists, and optimizing our processes to ensure fast, high-quality resolutions.
The ideal candidate thrives in a fast-paced environment, possesses excellent problem-solving skills, and is passionate about championing the voice of the customer to influence product and operational improvements.
Location: Remote / Hybrid / On-site - City, state
Department: Customer Success / Operations
Employment Type: Full-time
Position Overview
Key Responsibilities
Team Leadership & Development: Lead, mentor, and coach a team of Support Specialists. Conduct regular , provide constructive feedback, and foster a collaborative, high-performance team culture.
Operations & Queue Management: Oversee daily ticketing queues across multiple channels [e.g., email, chat, phone, social] to ensure compliance with Service Level Agreements (SLAs).
Performance Metrics: Track, analyze, and report on key performance indicators (KPIs) such as CSAT (Customer Satisfaction), FRT (First Response Time), Resolution Time, and ticket volume trends.
Process Optimization: Identify bottlenecks in the current support workflow and implement scalable processes, automation, and tools to improve efficiency.
Escalation Handling: Act as the point of escalation for complex, high-priority, or sensitive customer issues, ensuring swift and satisfactory resolution.
Cross-Functional Collaboration: Partner with Product, Engineering, and Sales teams to communicate customer feedback, report recurring bugs, and advocate for product enhancements.
Knowledge Management: Oversee the creation and maintenance of internal training materials and external Help Center documentation.
Qualifications & Skills
Experience: 3–5+ years of experience in customer or technical support, with at least 1–2 years in a team lead or management role [ideally within the SaaS / Tech industry].
Tech Stack Proficiency: Deep familiarity with modern ticketing systems [e.g., Zendesk, Intercom, Freshdesk, Jira] and CRM tools [e.g., Salesforce, HubSpot].
Analytical Mindset: Strong ability to interpret data, generate support reports, and turn metrics into actionable operational strategies.
Communication: Exceptional written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
Problem-Solving: A calm demeanor under pressure with a proven track record of resolving critical customer escalations.
Pay: ₹22,000.00 - ₹25,000.00 per month
Work Location: In person
