Customer Support Manager (3-5 years of Exp)

Job Title: Customer Support Manager

Experience Required: 3–5 years

Location: Hyderabad

Department: Customer Service / Operations

Job Summary: We are seeking a proactive and empathetic Customer Support Manager to lead and enhance our customer service function. The ideal candidate will have 3 to 5 years of hands-on experience in customer support, with strong leadership qualities and a passion for delivering excellent customer experiences across various channels.

Key Responsibilities:

• Manage daily operations of the customer support team (email, chat, phone, and social media).

• Set and monitor performance metrics (e.g., response time, resolution rate, customer satisfaction scores).

• Train, mentor, and evaluate support representatives to maintain high service standards.

• Handle escalated customer issues with a problem-solving approach and ensure timely resolutions.

• Analyze support data and generate reports to identify trends and areas for improvement.

• Collaborate with product, sales, and technical teams to address recurring issues and improve customer satisfaction.

• Develop and implement customer support policies, procedures, and service standards.

• Champion the voice of the customer within the organization.

Requirements:

• Bachelor’s degree in Business, Communications, or related field.

• 3 to 5 years of experience in customer support roles, with at least 1 year in a team lead or managerial role.

• Strong leadership and interpersonal skills.

• Proficiency in CRM systems (e.g., Zendesk, Freshdesk, Salesforce).

• Excellent written and verbal communication skills.

• Ability to remain calm and effective under pressure.

Preferred Qualifications:

• Experience in SaaS, e-commerce, or consumer tech environments.

• Familiarity with customer experience tools like NPS, CSAT, and Help Desk analytics.

• Multilingual skills are a plus.