Job Description — Support Manager

Role Summary
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 important requirement)
- Proven track record of improving support metrics and processes proactively, not just maintaining status quo
- Strong people management, coaching, and escalation-handling skills
- Data-driven mindset with positive Excel/reporting skills

📌 Support Manager (Bengaluru)
🏢 Primetrace
📍 Bengaluru