Manager, Customer Support

Shift timing:- 4:30 AM
Job Summary
The Manager is accountable for delivering high-quality, responsive customer outcomes, consistently achieving SLAs and KPIs, reducing resolution times, and driving customer satisfaction and retention. The role is responsible for designing and delivering long-term solutions that address immediate business needs while balancing service quality, cost, and efficiency.

This position manages end-to-end service delivery across multiple related operational areas, which may include Customer Care, Order Entry, and Collections. Decisions made in this role directly impact departmental costs, performance, and objectives, with influence on business targets extending up to one year.

Responsibilities
Leadership & Team Management
- The Manager leads, develops, and motivates a team of People Managers and individual contributors, ensuring the right capability and capacity are in place to meet evolving business demands. This includes responsibility for hiring, onboarding, performance management, coaching, engagement,



and retention across both in office and remote teams.
- The role actively contributes to succession planning, builds subject matter experts and leadership capability within the team, and creates an inclusive environment where performance, wellbeing, and accountability are balanced. Workforce and capacity planning, including utilization, absenteeism, and overtime management, are key areas of ownership.

Customer Experience & Service Delivery
- The Manager role-models customer champion behavior and drives consistent, high-quality customer experience across teams. They embed a First-Time Resolution and Right-First-Time culture, ensuring timely and effective issue resolution.
- The role owns complex, sensitive, or escalated customer issues, resolving locally where appropriate and escalating to senior leadership when required. The Manager proactively identifies emerging service risks or trends and implements preventat

📌 Manager - Customer Support (Pune Division)
🏢 Convera
📍 Pune Division