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 robust 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.

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 te

📌 Manager/Assistant Manager, (Hyderabad)
🏢 Artech
📍 Hyderabad