Job DescriptionBelow are the roles and responsibilities:
nJob Location- Gurgaon
nDesignation- Customer Support Manager
nCTC - 7 LPA- 10LPA
nThe 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.
nKey Responsibilities
n● Lead, mentor, and manage the Customer Support team.
n● Handle customer escalations and ensure timely, effective resolutions.
n● Negotiate and persuade customers to achieve win-win outcomes while maintaining long-term relationships.
n● Drive customer satisfaction, retention, and service excellence.
n● Develop and improve SOPs to enhance operational efficiency.
n● Analyze customer feedback and implement process improvements.
n● Collaborate with Operations, Product, Tech, and Finance teams to resolve complex customer issues.




n● Monitor team performance through KPIs and prepare daily, weekly, and monthly MIS reports.
n● Build a high-performance, customer-first culture within the team.
nQualifications & Experience
n● Graduate in any discipline.
n● 3–5 years of experience in Customer Service Operations with at least 1-3 years of experience in a
nLeadership role.
n● Proven experience in handling customer escalations, team management, process improvement, KPI
ntracking, and stakeholder coordination in a fast-paced environment.
n● Experience in startups, e-commerce, logistics, mobility, or service-based industries will be an added
nadvantage.
nRequired Skills
n
- n
- Solid communication, customer relationship management, and conflict-resolution skills.n
- Strong knowledge of customer support operations, escalation management, service quality, and customer experience strategies.n
- Ability to lead and manage customer support teams, build effective processes

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