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 (Chennai)
🏢 CIEL HR
📍 Chennai