Job Description

Job Description — Support Manager

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Role Summary

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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.

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Key Responsibilities

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- Lead and manage the day-to-day operations of the customer support team (calls, tickets, escalations, Refund etc.)
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- Own end-to-end support performance — response time (AHT/FRT), CSAT, and quality scores
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- Analyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gaps
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- Take initiative to improve the entire support process — SOPs, escalation matrix, agent coaching, and training
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- Build and share regular performance reports and insights with leadership
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- Handle critical escalations and ensure timely closure with root-cause fixes
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- Coordinate with product/tech teams to resolve frequent issues
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- Ensure shift planning and coverage for round-the-clock support operations
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Requirements

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- Prior experience as a Support Manager (mandatory)
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- Strong hands-on understanding of ticketing tools and their data/reporting (Freshdesk, Zendesk, Zoho Desk, or similar) — must
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- Work From Office role
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- 24x7 role — must be available and reachable round the clock; weekend coverage, and on-call ownership (most significant requirement)
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- Proven track record of improving support metrics and processes proactively, not just maintaining status quo
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- Strong people management, coaching, and escalation-handling skills
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- Data-driven mindset with good Excel/reporting skills
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📌 Support Manager (Bengaluru)
🏢 Primetrace
📍 Bengaluru