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

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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 regularperformance 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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nRequirements

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Prior experience as a Support Manager (mandatory)
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Strong 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 significant 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 Bengaluru
🏢 Primetrace
📍 Bengaluru