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 rapid-paced environment.
- 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