Support Manager

Start Date

Starts Immediately

CTC (ANNUAL)

Competitive salary Competitive salary

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Posted 1 day ago

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About the job

Job Description Support Manager

Role Summary

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.

Key Responsibilities
Lead and manage the day-to-day operations of the customer support team (calls, tickets, escalations, Refund etc.)
Own end-to-end support performance response time (AHT/FRT), CSAT, and quality scores
Analyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gaps
Take initiative to improve the entire support process SOPs, escalation matrix,agent coaching, and training
Build and share regular performance reports and insights with leadership
Handle critical escalations and ensure timely closure with root-cause fixes
Coordinate with product/tech teams to resolve frequent issues
Ensure shift planning and coverage for round-the-clock support operations

Requirements
Prior experience as a Support Manager (mandatory)
Strong hands-on understanding of ticketing tools and their data/reporting (Freshdesk, Zendesk, Zoho Desk,



or similar) must
Work From Office role
24x7 role must be available and reachable round the clock;weekend coverage, and on-call ownership (most important requirement)
Proven track record of improving support metrics and processes proactively, not just maintaining status quo
Robust people management, coaching, and escalation-handling skills
Data-driven mindset with positive Excel/reporting skills

Earn certifications in these skills

Who can apply

Only those candidates can apply who:
have minimum -1 years of experience

Salary

Probation:

Duration:

Salary during probation:

After probation:

Annual CTC: Market-competitive salary

Number of openings

1

Editor’s note

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.

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📌 Support Manager Bengaluru
🏢 Primetrace
📍 Bengaluru