Customer Support Manager

Start Date

Starts Immediately

CTC (ANNUAL)

Competitive salary Competitive salary

Experience

1 year(s)

1 year(s)

Apply By

Not Provided

Posted few hours ago

Job

Be an early applicant

About the job

Below are the roles and responsibilities:

Job Location- Gurgaon

Designation- Customer Support Manager

CTC - 7 LPA- 10LPA

The 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.

Key Responsibilities

Lead, mentor, and manage the Customer Support team.

Handle customer escalations and ensure timely, effective resolutions.

Negotiate and persuade customers to achieve win-win outcomes while maintaining long-term relationships.

Drive customer satisfaction, retention, and service excellence.

Develop and improve SOPs to enhance operational efficiency.

Analyze customer feedback and implement process improvements.

Collaborate with Operations, Product, Tech, and Finance teams to resolve complex customer issues.

Monitor team performance through KPIs and prepare daily, weekly, and monthly MIS reports.

Build a high-performance, customer-first culture within the team.

Qualifications & Experience

Graduate in any discipline.

35 years of experience in Customer Service Operations with at least 1-3 years of experience in a

Leadership role.

Proven experience in handling customer escalations, team management, process improvement, KPI

tracking,



and stakeholder coordination in a fast-paced setting.

Experience in startups, e-commerce, logistics, mobility, or service-based industries will be an added

advantage.

Required Skills

- Strong communication, customer relationship management, and conflict-resolution skills.
- Strong knowledge of customer support operations, escalation management, service quality, and customer experience strategies.
- Ability to lead and manage customer support teams, build effective processes, and achieve service and performance targets.
- Proficient in KPI monitoring, MIS reporting, ticket/call management, customer issue resolution, and performance analysis.
- Strong coaching, team management, and problem-solving skills with the ability to drive continuous improvement.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.

Reagrds

HR Team

Earn certifications in these skills

Who can apply

Only those candidates can apply who:

1. have minimum 1 years of experience

Salary

Probation:

Duration:

Salary during probation:

After probation:

Annual CTC: Competitive salary

Number of openings

1

Editor’s note

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.

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