Job Type: Full-time

Assistant Manager – Customer Support Location: Experience: 5+ years Employment Type: Full time We are looking for an experienced Assistant Manager – Customer Support to support day-to-day customer service operations and assist in managing a high-performing support team. The ideal candidate will have strong experience in customer support operations, quality management, team handling, KPI/SLA management, escalations, and stakeholder communication . The role will involve supporting the Manager in ensuring operational excellence, monitoring team performance, resolving customer escalations, driving quality improvements, and maintaining robust service delivery standards. Assist the Manager in managing day-to-day customer support operations and ensuring smooth workflow. Support and guide customer support teams to achieve defined KPIs, SLAs, productivity, quality, and customer satisfaction targets . Monitor team performance and identify performance gaps, operational challenges, and improvement opportunities. Conduct regular performance reviews, provide coaching, and support individual development plans. Monitor customer interactions across calls, chats, and emails to ensure adherence to quality and process standards. Conduct quality audits, calibration sessions, root-cause analysis, and implement corrective action plans. Prepare and present daily, weekly, and monthly performance reports and business reviews to management and stakeholders. Work closely with cross-functional teams to resolve operational issues and improve customer experience. Assist with workforce planning, attendance management, workload allocation, and resource utilization . Support new-hire onboarding, training, coaching, and knowledge-sharing initiatives. Ensure adherence to company policies, client requirements, compliance standards, and operating procedures.



Assist the Manager with client/stakeholder communication and participate in operational review meetings. Support recruitment and team expansion activities as required. Bachelor's degree in any relevant discipline. ~5+ years of experience in customer support, customer service, BPO operations, quality, or contact-center operations. ~ Prior experience handling or supervising a team of 20+ employees is preferred. ~ Strong understanding of KPI, SLA, productivity, quality, and customer satisfaction metrics . ~ Experience handling customer escalations and complex customer issues. ~ Strong knowledge of quality assurance, calibration, RCA, and corrective action planning . ~ Good people-management, coaching, mentoring, and performance-management skills. ~ Ability to prepare reports and dashboards using MS Excel/Google Sheets . ~ Strong stakeholder and client-management skills. ~ Ability to work in a quick-paced customer support environment and manage multiple priorities. Experience supporting US/global customer service processes . Experience working with voice, chat, and email support channels. Exposure to workforce management and resource planning. Experience participating in business reviews and client presentations. Experience supporting recruitment, onboarding, and training activities. People Management: Team Leadership, Coaching, Mentoring, Performance Management Operations: Customer Support, SLA/KPI Management, Workforce Planning, Escalation Management Quality: Quality Assurance, Calibration, RCA, Audit Management, Process Improvement Stakeholder Management: Client Communication, Business Reviews, Cross-functional Collaboration Reporting: MS Excel, Google Sheets, Dashboards, MIS Reporting The ideal candidate is a hands-on operations leader who can work closely with customer support teams, take ownership of escalations and performance metrics, and partner with the Manager to continuously improve customer experience and operational performance.

📌 Assistant to Manager (Hyderabad)
🏢 Artech
📍 Hyderabad