Job Description — Support ManagerRole SummaryWe 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 ResponsibilitiesLead 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 scoresAnalyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gapsTake initiative to improve the entire support process — SOPs, escalation matrix, agent coaching,



and trainingBuild and share regular performance reports and insights with leadershipHandle critical escalations and ensure timely closure with root-cause fixesCoordinate with product/tech teams to resolve frequent issuesEnsure shift planning and coverage for round-the-clock support operationsRequirementsPrior experience as a Support Manager (mandatory)Strong hands-on understanding of ticketing tools and their data/reporting (Freshdesk, Zendesk, Zoho Desk, or similar) — mustWork From Office role24x7 role — must be available and reachable round the clock; weekend coverage, and on-call ownership (most important requirement)Proven track record of improving support metrics and processes proactively, not just maintaining status quoStrong people management, coaching, and escalation-handling skillsData-driven mindset with positive Excel/reporting skills

📌 Support Manager (Bengaluru)
🏢 Primetrace
📍 Bengaluru