Job Summary

We are looking for a Customer Support Manager to lead and manage our customer support executive team and ensure timely, effective, and high-quality resolution of customer queries through live chat and email. The ideal candidate should have solid leadership and communication skills, a customer-first approach, and experience managing teams, support operations, and escalations.

Roles & Responsibilities:

- Lead and manage the customer support team and oversee daily support operations.
- Plan and manage rotational shifts, team schedules, shift rosters, and resource allocation to ensure adequate support coverage.
- Handle complex customer issues and escalations, ensuring timely resolution and closure.
- Ensure effective use of CRM, helpdesk, and ticketing systems such as Zendesk, Freshdesk, Intercom, Zoho Desk/HQ, etc.
- Collaborate with internal teams to resolve recurring issues and improve customer support processes and workflows.
- Analyse customer feedback and support trends and share actionable insights with relevant teams.
- Identify gaps in existing support processes and suggest improvements to enhance efficiency and customer experience.
- Set performance standards, track key metrics, and implement processes to improve customer satisfaction and service quality.
- Support the interview process by participating in candidate interviews and providing feedback on candidate suitability.

Required Skills & Qualifications





- 4–6+ years of customer support experience, including prior experience in a team-handling/leadership role.
- Strong verbal and written English communication skills.
- Prior experience managing rotational/shift-based teams
- E-commerce, IT, or product support experience is preferred.
- Ability to train, guide, and motivate team members, monitor performance, and provide constructive feedback.
- Customer calling/voice support experience is a plus.
- Hands-on experience with CRM/helpdesk and ticketing platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk/HQ, or similar.
- Strong analytical, problem-solving, decision-making, and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Ability to quickly understand product features, workflows, and support processes.

Benefits:

- Leave encashment
- Paid time off

Ability to commute/relocate:

- Udaipur, Rajasthan: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

- What is your current & hometown location?
- Do you have work experience in live chat & email handling?
- Do you have team-handling experience? If yes, what is the average team size?

Experience:

- Customer support: 4 years (Preferred)

Language:

- English (Required)

Work Location: In person

📌 Customer Support Manager (Live chat & email) (India)
🏢 ICubes
📍 India