About the Role

We are seeking an exceptional leader to oversee and transform our Seller Support department.

This is not a traditional customer support management position. While the successful candidate will lead the day-to-day operation of our Seller Support team, their larger mission will be to modernize the department through AI, automation, data, documentation, and continuous process improvement.

Our company is organized into three operational divisions:

· Listings

· Seller Support

· Closings

This role is responsible for the Seller Support division. The Director of Seller Support will partner closely with the leaders of Listings and Closings to ensure a seamless customer experience while remaining accountable for the success of the Seller Support organization.

The department currently consists of approximately 15 remote team members providing support seven days per week through phone, email, live chat, and ticket-based communication.

What You’ll Be Responsible For

· Lead, coach, and develop a high-performing Seller Support team.

· Manage staffing, scheduling,



quality assurance, and performance for a seven-day-per-week operation.

· Deliver an exceptional customer experience throughout the Seller Support stage of the customer journey.

· Improve customer satisfaction while increasing operational efficiency.

· Build and improve AI-assisted support workflows.

· Identify opportunities to automate repetitive work and reduce unnecessary customer contacts.

· Improve documentation, internal knowledge, customer education, and self-service resources.

· Analyze customer interactions and identify trends that improve both operations and the customer experience.

· Create reporting and dashboards that help leadership make better operational decisions.

· Partner with the Listings and Closings departments to improve handoffs and eliminate friction between departments.

· Build a culture of accountability, continuous improvement, coaching, and innovation.

Qualif

📌 Customer Support Manager (India)
🏢 id4 consultancy
📍 India