Below are the roles and responsibilities:
Job Location- Gurgaon
Designation- Customer Support Manager
CTC - 7 LPA- 10LPA

The Customer Support Manager will be responsible for leading and managing the customer support function to ensure exceptional customer experience, timely issue resolution, and high service quality. The role includes overseeing customer escalations, team performance, process improvement, stakeholder coordination, and service delivery.

Key Responsibilities
● Lead, mentor, and manage the Customer Support team.
● Handle customer escalations and ensure timely, effective resolutions.
● Negotiate and persuade customers to achieve win-win outcomes while maintaining long-term relationships.
● Drive customer satisfaction, retention, and service excellence.
● Develop and improve SOPs to enhance operational efficiency.
● Analyze customer feedback and implement process improvements.
● Collaborate with Operations, Product, Tech, and Finance teams to resolve complex customer issues.
● Monitor team performance through KPIs and prepare daily, weekly, and monthly MIS reports.




● Build a high-performance, customer-first culture within the team.

Qualifications & Experience
● Graduate in any discipline.
● 3–5 years of experience in Customer Service Operations with at least 1-3 years of experience in a
Leadership role.
● Proven experience in handling customer escalations, team management, process improvement, KPI
tracking, and stakeholder coordination in a fast-paced environment.
● Experience in startups, e-commerce, logistics, mobility, or service-based industries will be an added
advantage.

Required Skills
Strong communication, customer relationship management, and conflict-resolution skills.
Solid knowledge of customer support operations, escalation management, service quality, and customer experience strategies.
Ability to lead and manage customer support teams, build effective processes, and achieve service and performance targets.
Proficient in KPI monitoring

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