- Supervise day-to-day operations of the US customer support team
- Ensure timely and effective resolution of customer inquiries via email, chat, and phone
- Act as the point of escalation for critical or complex customer issues
- Monitor team performance through KPIs and service metrics such as AHT, CSAT, FCR, etc.
- Coordinate with cross-functional teams (Product, Tech, QA, Sales) to resolve issues and enhance customer satisfaction
- Conduct team training, quality audits, and regular performance reviews
- Ensure all documentation, SOPs, and helpdesk resources are accurate and up to date
- Provide daily/weekly/monthly reports on team performance and customer feedback
- Collaborate with US-based stakeholders and internal leadership on strategic initiatives

Required Skills & Qualifications:

- Bachelor's degree in any discipline (preferred: Business Administration, IT, or related field)




- 4–6 years of total experience with at least 1–2 years in a supervisory/lead role in international (US) customer support
- Excellent written and verbal English communication skills
- Solid problem-solving ability and customer-first mindset
- Hands-on experience with CRM/helpdesk tools such as Zendesk, Freshdesk, Jira, Salesforce
- Proven ability to manage and mentor support teams effectively
- Comfortable working night shifts aligned with US time zones

Nice to Have:

- Experience in FinTech, SaaS, or enterprise software environments
- Knowledge of escalation management, SLAs, and workflow automation
- Exposure to tools like Confluence, Google Workspace, and Microsoft Office Suite

Skills: AHT, CSAT, zendesk, Jira, Salesforce

Experience: 10.00-14.00 Years

📌 Assistant Manager – US Customer Support (Chandigarh)
🏢 Talent Aspire
📍 Chandigarh