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)
- Solid 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
- Strong people management, coaching, and escalation-handling skills
- Data-driven mindset with good Excel/reporting skills
Earn certifications in these skills
Who can apply
Only those candidates can apply who:
1. have minimum -1 years of experience
Salary
Probation:
Duration:
Salary during probation:
After probation:
Annual CTC: 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
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