— Support Manager

Role Summary

We are looking for an experienced Support Manager to lead our customer support operations. This is a full-time, work-from-office role requiring 24x7 availability ownership.

Key Responsibilities

- Lead and manage the day-to-day operations of the customer support team (calls, tickets, escalations, Refund etc.)

- Own end-to-end support performance — response time (AHT/FRT), CSAT, and quality scores

- Analyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gaps

- Take initiative to improve the entire support process — SOPs, escalation matrix, agent coaching, and training

- Build and share regular performance reports and insights with leadership

- Handle critical escalations and ensure timely closure with root-cause fixes

- Coordinate with product/tech teams to resolve frequent issues





- Ensure shift planning and coverage for round-the-clock support operations

Requirements

- Prior experience as a Support Manager (mandatory)

- Strong hands-on understanding of ticketing tools and their data/reporting (Freshdesk, Zendesk, Zoho Desk, or similar) — must

- Work From Office role

- 24x7 role — must be available and reachable round the clock; weekend coverage, and on-call ownership (most key requirement)

- Proven track record of improving support metrics and processes proactively, not just maintaining status quo

- Strong people management, coaching, and escalation-handling skills

- Data-driven mindset with good Excel/reporting skills

📌 Support Manager (Bengaluru)
🏢 Primetrace Technologies
📍 Bengaluru