Role & responsibilities

Team Management
Manage and mentor a team of support executives and analysts.
Define SLAs and monitor performance against KPIs.
Conduct performance reviews, training, and team development activities.

Customer Engagement
Handle escalations and ensure timely resolution of customer issues.
Maintain a high level of customer satisfaction and client relationships.
Communicate effectively with Hindi-speaking clients as needed.

SQL & Data Management
Use SQL to troubleshoot data-related issues and extract meaningful insights.
Collaborate with technical teams to resolve backend problems.

MIS Reporting
Prepare and maintain MIS reports (daily/weekly/monthly).
Analyze support trends and recommend improvements.
Use Excel and BI tools to present reports to stakeholders.

Stakeholder Coordination
Liaise with Product, Engineering, and Sales teams for issue resolution.
Work with leadership to improve processes based on customer feedback.

Preferred candidate profile
Experience in a SaaS, B2B support, or IT services setting.
Familiarity with tools like Zendesk, Jira, Freshdesk, etc.
Knowledge of ITIL processes or ITSM tools.

📌 Support Manager Tamil Nadu
🏢 CIEL HR
📍 Tamil Nadu