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 — explicit, 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.

📌 Senior Manager Customer Support (Bengaluru)
🏢 Talentgigs
📍 Bengaluru