Manager – Customer Support Operations
Location: Bengaluru, Karnataka
Department: Customer Support
Company: GIVA

About the Role
We are looking for a highly driven and analytical Manager – Customer Support Operations to lead and strengthen our customer support function. This role will be responsible for driving operational
excellence, customer experience outcomes, stakeholder management, and continuous process
improvement across support operations.
The ideal candidate should bring a strong understanding of customer support operations, automation opportunities, performance management, data-driven decision making, and customer experience metrics, while demonstrating a solid bias for action and ownership mindset.

Key Responsibilities
Operations & Performance Management
Own end-to-end customer support operations and ensure delivery against business and
customer experience goals.
Drive operational efficiency, productivity, quality, and adherence across support teams.
Establish strong governance mechanisms to monitor team performance and operational
KPIs.




Identify operational gaps and proactively implement corrective and preventive actions.

Customer Experience Excellence
Aggressively drive and improve key CX metrics including CSAT, NPS, Resolution TAT, FCR,
Productivity, and Quality scores.
Continuously analyze customer pain points and translate insights into actionable
improvements.
Ensure customer-centric decision making while balancing operational efficiency and
business priorities.
Champion initiatives focused on improving customer satisfaction and reducing customer
effort.

Automation & Process Improvement
Leverage automation opportunities to streamline workflows, reduce manual effort, and
improve scalability.
Partner with product, tech, and operations teams to design and implement support
automations, process enhancements, and system improvements.
Drive continuous improvement initiatives through data analysis, process optimization,
and structured problem-solving.

📌 Customer Support Operations Manager (Bengaluru)
🏢 GIVA
📍 Bengaluru