Manager Customer Support Operations Location Bengaluru Karnataka Department Customer Support Company GIVA About the Role We are looking for a highly driven and analytical Manager Customer Support Operations to lead and strengthen our customer support function This role will be responsible for driving operational excellence customer experience outcomes stakeholder management and continuous process improvement across support operations The ideal candidate should bring a strong understanding of customer support operations automation opportunities performance management datadriven decision making and customer experience metrics while demonstrating a strong bias for action and ownership mindset Key Responsibilities Operations Performance Management Own endtoend customer support operations and ensure delivery against business and customer experience goals Drive operational efficiency productivity quality and adherence across support teams Establish strong governance mechanisms to monitor team performance and operational KPIs Identify operational gaps and proactively implement corrective and preventive actions Customer Experience Excellence Aggressively drive and improve key CX metrics including CSAT NPS Resolution TAT FCR Productivity and Quality scores Continuously analyze customer pain points and translate insights into actionable improvements Ensure customercentric decision making while balancing operational efficiency and business priorities Champion initiatives focused on improving customer satisfaction and reducing customer effort Automation Process Improvement Leverage automation opportunities to streamline workflows reduce manual effort and improve scalability Partner with product tech and operations teams to design and implement support automations process enhancements and system improvements Drive continuous improvement initiatives through data analysis process optimization and structured problemsolving Analytics Decision Making Demonstrate a strong analytical approach towards problem solving root cause analysis and performance management Build and interpret dashboards reports and operational insights to drive informed decision making Use data to identify trends risks improvement opportunities and business impact areas Stakeholder Management Cross Functional Collaboration Build strong working relationships with stakeholders across Product Technology Retail Logistics Marketing and Business teams Act as a key bridge between customer support operations and internal functions to ensure timely issue resolution and process alignment Influence stakeholders through databacked insights and operational recommendations People Leadership Team Development Lead coach and develop support teams to build a highperformance accountabilitydriven culture Drive performance management capability building and succession planning within the team Foster a culture of ownership customer obsession collaboration and continuous learning Ideal Candidate Profile 58 years of experience in Customer Support Customer Experience Operations Management Solid understanding of customer support ecosystems operational metrics and service excellence frameworks Handson experience with automation workflow optimization and CX tools platforms Strong analytical mindset with experience in datadriven decision making and problem solving Demonstrated ability to drive performance in fastpaced highgrowth environments Excellent stakeholder management communication and influencing skills Strong ownership mindset with a clear bias to action and execution focus

📌 Customer Support Operations Manager (Bengaluru)
🏢 GIVA
📍 Bengaluru