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 strong 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 solid 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

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