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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Robust 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 important 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 positive Excel/reporting skills
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📌 Support Manager Karnataka
🏢 Primetrace
📍 Karnataka