Talentgigs
Website:
talentgigs.in
Company:
https://www.linkedin.com/company/talentgigs
Seniority: Mid-Senior level
Industries: IT Services and IT Consulting
Job details:
Role Overview
As Customer Support Manager, you'll own the day-to-day support experience for our
customers - answering questions, resolving issues, onboarding new businesses, and
turning confused first-time users into confident daily users.
You'll be the first support leader on the ground, so this role is part hands-on support and
part building the function: writing playbooks, defining response standards, and (over
time) hiring and coaching a small team.
Mandatory Language Requirement: English + Tamil (both fluent, spoken and written)
Key Responsibilities
Front-line support
• Respond to customer questions across chat, email, WhatsApp, and in-app support within agreed
response times.
• Diagnose issues (app not syncing, scanning problems, login/account issues, list or supplier
questions) and either resolve them or escalate cleanly to the engineering team with clear
reproduction steps.
• Support customers in English and Tamil, matching the customer's preferred language.
Onboarding & customer success
• Guide newly signed-up businesses through their first setup — creating their shop, adding
products, building their first list, inviting staff.
• Run onboarding calls / screen-shares and follow up with customers who stall during setup.
• Proactively reach out to at-risk or inactive accounts to re-engage them.
Knowledge & process
• Write and maintain help articles, FAQs, and short how-to guides for customers.
• Capture recurring issues and feature requests, and feed them back to the product team with
data.
• Build the support playbook: canned responses, escalation paths, SLAs, and quality standards.
Team building (as we grow)
• Help hire, train, and coach additional support agents.
• Set up shift coverage aligned to UK business hours.
• Report on support metrics (response time, resolution time, CSAT, onboarding completion).
What Success Looks Like (first 6 months)
• Month 1: Fully ramped on the product; independently resolving the majority of incoming tickets.
• Month 3: Response and resolution times consistently within SLA; a working knowledge base of
the top 20 customer issues.
• Month 6: A documented support playbook, measurable improvement in onboarding completion
rate, and a plan (or first hire) for scaling the team.
Required Qualifications & Skills
• 3–5+ years in customer support, customer success, or account management — ideally at a SaaS,
tech, or app-based company.
• Fluent in English and Tamil — able to write clearly and speak confidently with customers in both.
• Proven track record of resolving customer issues with patience and empathy, especially with
non-technical users.
• Strong written communication — clear, friendly, jargon-free.
• Comfortable learning software deeply and explaining it simply.
• Well-organised and self-directed — able to prioritise a busy queue without hand-holding.
• Willing to work hours that overlap with UK business hours (customers are UK-based).
Nice-to-have
• Experience supporting a mobile app (iOS/Android) and a web product.
• Familiarity with support tools (e.g. Crisp, Intercom, Zendesk, Freshdesk) and CRM/ticketing
systems.
• Experience with retail, hospitality, or SMB/independent-business customers.
• Experience setting up or scaling a support function from scratch.
• Additional South Indian languages (Telugu, Kannada, Malayalam) a plus.
Click on Apply to know more.
