Job Title: Customer Support Manager Department: Customer Support Location: Bangalore Employment Type: Full-Time Job Summary:

- We are seeking an experienced and customer-focused Customer Support Manager to lead our Customer Support team. The ideal candidate will have 4–6 years of experience in customer support, with strong leadership, communication, and problem-solving skills. This role is responsible for managing the day-to-day support operations, ensuring exceptional customer service across chat, calls, and email, while driving team performance and customer satisfaction. Key Responsibilities:
- Lead, mentor, and manage the Customer Support or Escalation team to deliver exceptional customer service. Ensure timely resolution of customer queries and complaints received through live chat, inbound/outbound calls, and email. Monitor daily support operations and maintain service quality across all communication channels. Handle customer escalations and ensure effective resolution within the defined turnaround time (TAT). Coordinate with internal departments to resolve customer concerns efficiently. Track and improve key customer support metrics such as First Response Time (FRT), Resolution Time (TAT), Customer Satisfaction (CSAT), and Service Level Agreements (SLAs). Develop and implement customer support processes, SOPs, and best practices. Conduct regular team meetings, performance reviews, coaching, and training sessions. Prepare daily, weekly, and monthly reports on team performance and customer service metrics.



Identify customer pain points and recommend process improvements to enhance the overall customer experience. Ensure accurate documentation of customer interactions in CRM and ticketing systems. Maintain a high level of professionalism, empathy, and customer-centricity in all interactions.

Requirements &

- Qualifications:
- Bachelor's degree in any discipline. Minimum 4–6 years of experience in Customer Support, Customer Success, or Customer Service, with at least 2–3 years in a team lead or managerial role .

Experience in Logistics, Transportation, Supply Chain, or Technology-based platforms will be preferred. Excellent verbal and written communication skills in Hindi and English . Knowledge of regional languages is an added advantage.

Hands-on experience with CRM platforms, ticketing systems, chat support tools, and Microsoft Excel. Strong leadership, people management, and conflict-resolution skills. Excellent analytical, problem-solving, and decision-making abilities.

Ability to manage multiple priorities in a fast-paced workplace. Strong time management and organizational skills. Flexible to work in rotational shifts, if required. Key Skills:

- Team Leadership Customer Relationship Management Customer Escalation Handling SLA &
- TAT Management Complaint Resolution CRM &
- Ticketing Tools MS Excel &
- Reporting Communication &
- Interpersonal Skills Problem Solving Process Improvement Stakeholder Management

📌 Customer Support Manager (Bengaluru)
🏢 Lobb Transport
📍 Bengaluru