Customer Support Manager

Job Description: Customer Support Manager Job Title: Customer Support Manager Location: Bangalore Employment Type: Full-Time About the Role We are looking for an experienced and customer-focused Customer Support Manager to lead our customer support team and ensure a consistently high level of service. The ideal candidate will be responsible for managing day-to-day support operations, improving customer satisfaction, coaching team members, and developing processes that enable efficient and scalable customer support.

Key Responsibilities

Lead, manage, and mentor the customer support team to achieve service and performance targets. Monitor daily support operations across email, chat, phone, social media, and other customer channels. Establish and track key support metrics such as CSAT, NPS, response time, resolution time, SLA adherence, ticket backlog, and first-contact resolution .

Develop and implement customer support processes, policies, SOPs, and escalation procedures. Handle complex or high-priority customer issues and ensure timely resolution. Coach team members through regular one-on-ones, performance reviews, training, and feedback sessions. Identify recurring customer issues and work with Product, Technology, Sales, and Operations teams to resolve root causes.

Analyze customer feedback and support data to identify trends and opportunities for improvement. Prepare regular reports and dashboards on support performance and customer experience. Manage workforce planning, team schedules, and support coverage to meet business requirements. Ensure the team maintains a professional, empathetic, and customer-first approach in every interaction.

Build and maintain a knowledge base, FAQs, troubleshooting guides, and internal support documentation. Continuously identify opportunities to improve automation, self-service, and overall support efficiency. Ensure compliance with company policies and data privacy/security requirements. Required Qualifications Bachelor’s degree in business administration, Communications, Management, or a related field.

5–10 years of experience in customer support/customer service , with at least 2 years in a team-lead or managerial role. Strong experience managing and developing customer support teams. Excellent verbal and written communication skills. Strong problem-solving, analytical, and decision-making abilities. Experience working with CRM/helpdesk platforms.

Strong understanding of customer support KPIs and SLA management. Ability to manage escalations and difficult customer situations effectively. Strong organizational and time-management skills. Proficiency with MS Office/Google Workspace and reporting tools.

Preferred Skills

Experience in a fast-paced startup or high-growth environment. Experience managing remote or distributed support teams. Knowledge of customer experience (CX) best practices. Experience with support automation, AI chatbots, and self-service solutions. Strong data analysis and reporting skills. Experience collaborating with cross-functional teams.

Key Performance Indicators (KPIs) Customer Satisfaction (CSAT) Net Promoter Score (NPS) First Response Time (FRT) Average Resolution Time (ART) First Contact Resolution (FCR) SLA Compliance Ticket Backlog Customer Retention Team Productivity and Quality Scores