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 significant requirement)
Proven track record of improving support metrics and processes proactively, not just maintaining status quo
Solid people management, coaching, and escalation-handling skills
Data-driven mindset with positive Excel/reporting skills
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 Support Manager Bengaluru
🏢 Primetrace Technologies
📍 Bengaluru
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.