What you ll do:
- Oversee day-to-day operations of the customer support department, ensuring timely resolution of customer requests.
- Handle escalations and manage key accounts, acting as the primary point of contact for critical issues.
- Lead hiring, training, and upskilling efforts to maintain a high-performing support team.
- Conduct performance reviews, identify top talent, and create succession plans.
- Implement and refine support processes to improve customer satisfaction.
- Keep the team informed of product updates, procedural changes, and emerging trends.
- Collaborate closely with Subject Matter Experts (SMEs) to upskill the team in both technical and soft skills.
- Analyze support metrics, prepare detailed reports, and recommend improvements.
- Assess ongoing training needs to ensure the team has the necessary skills and deep product knowledge.
- Deliver performance evaluations and manage disciplinary processes as needed.
- Monitor service quality to ensure the team consistently meets or exceeds customer expectations.




- Conduct regular audits to verify process compliance and identify areas for improvement.
- Coordinate with Product Development, QA, Cloud Operations, and other departments to enhance customer experience.
- Ensure all client issues are fully resolved, with no outstanding concerns since the last interaction.

What you ll need to succeed:
- Bachelor s degree in computer science or equivalent.
- Minimum 5+ years of experience managing teams supporting international customers (preferably US) in application support.
- Robust understanding of support operations, including KPIs, CSAT surveys, and NPS.
- Proven ability to hire, train, and mentor teams for complex ERP product support.
- Ability to quickly grasp and master complex ERP product functionality.
- Experience collaborating with SMEs to upskill teams in technical and soft skills.
- Exceptional communication, interpersonal, and conflict resolution skills.
- Ability to multitask, prioritize,

📌 Customer Support Manager (Bengaluru)
🏢 Epicor
📍 Bengaluru