Job DescriptionJob Description — Support Manager
nRole Summary
nWe 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.
nKey Responsibilities
n
n
Lead and manage the day-to-day operations of the customer support team (calls, tickets, escalations, Refund etc.)n
Own end-to-end support performance — response time (AHT/FRT), CSAT, and quality scoresn
Analyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gapsn
Take initiative to improve the entire support process — SOPs, escalation matrix, agent coaching, and trainingn
Build and share regular performance reports and insights with leadershipn
Handle critical escalations and ensure timely closure with root-cause fixesn




Coordinate with product/tech teams to resolve frequent issuesn
Ensure shift planning and coverage for round-the-clock support operationsn

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

📌 Support Manager Karnataka
🏢 Primetrace
📍 Karnataka