Assistant Manager – Customer Support
Location: Hyderabad, Telangana
Experience: 5+ years
Employment Type: Full time
Job Summary
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 strong service delivery standards.
Roles & Responsibilities
- 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.
- 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.
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📌 Assistant Manager (India)
🏢 Artech
📍 India