Role Overview

The Customer Support Manager will be responsible for leading the customer support function, managing customer escalations, improving service quality, and driving operational excellence.

The ideal candidate should have strong people-management skills, excellent communication abilities, and experience managing customer support operations in a FinTech, SaaS, NBFC, Banking, BFSI, or technology-driven setting.

Key Responsibilities

Lead and manage the Customer Support team to deliver high-quality and timely customer service.
Develop and implement customer support processes, SOPs, and service standards.
Monitor customer queries, complaints, escalations, and ensure timely resolution.
Establish and track SLA, TAT, CSAT, response time, resolution time, and other support KPIs.
Handle critical and high-priority customer escalations and ensure effective resolution.
Identify recurring customer issues and work with Product, Technology, Operations, Sales, and other teams to resolve root causes.




Develop a strong customer feedback mechanism and share actionable insights with internal stakeholders.
Conduct regular performance reviews, coaching, and training for the support team.
Ensure effective utilization of CRM and customer support tools for tracking customer interactions and resolutions.
Prepare and present regular MIS and performance reports to management.
Identify opportunities to automate repetitive support processes and improve operational efficiency.
Establish and maintain a knowledge base, FAQs, support scripts, and standard response templates.
Ensure adherence to company policies, data security standards, and applicable regulatory requirements.
Drive continuous improvement initiatives to enhance customer satisfaction and retention.

Team Management

Lead, mentor, and develop the customer support team.
Define individual and team-level KPIs.
Conduct regular performance reviews and provide constructive feedback.
Identify training and development requireme

📌 Customer Support Manager (Mumbai)
🏢 Jai Kisan
📍 Mumbai