Assistant Manager – Customer SupportLocation:

Hyderabad, TelanganaExperience:

5+ yearsEmployment Type:

Full-timeJob SummaryWe 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 strong service delivery standards.Roles & ResponsibilitiesAssist 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.Handle and resolve

customer escalations

in a timely and professional manner.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.Identify process gaps and drive

continuous improvement and process optimization

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.Act as a point of contact for the team in the absence of the Manager.Support recruitment and team expansion activities as required.Required Skills & QualificationsBachelor'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 .Valuable people-management,



coaching, mentoring, and performance-management skills.Strong verbal and written communication skills.Ability to prepare reports and dashboards using

MS Excel/Google Sheets .Strong stakeholder and client-management skills.Good analytical and problem-solving abilities.Ability to work in a fast-paced customer support environment and manage multiple priorities.Preferred SkillsExperience 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.Knowledge of continuous improvement and process excellence methodologies.Key CompetenciesPeople Management:

Team Leadership, Coaching, Mentoring, Performance ManagementOperations:

Customer Support, SLA/KPI Management, Workforce Planning, Escalation ManagementQuality:

Quality Assurance, Calibration, RCA, Audit Management, Process ImprovementStakeholder Management:

Client Communication, Business Reviews, Cross-functional CollaborationReporting:

MS Excel, Google Sheets, Dashboards, MIS Reporting

What We Are Looking ForThe 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.Location:

Hyderabad, Telangana

📌 Assistant Manager (Mumbai)
🏢 Artech
📍 Mumbai