Key Responsibilities

- Manage end-to-end customer support operations across Voice, Email, WhatsApp, Social Media and other channels.

- Drive key customer support metrics including CSAT, FRT, Resolution Time, SLA Adherence, Abandoned Call Rate and Productivity.

- Lead capacity planning, workforce management, performance reviews and escalation management.

- Identify recurring customer issues, process bottlenecks and manual interventions.

- Improve and standardize SOPs, workflows and customer support processes.

- Identify and implement opportunities for AI, automation, chatbots and self-service.

- Lead and develop customer support teams and team leaders through coaching, training and performance management.

- Analyze customer data and feedback to identify product, logistics, delivery and process-related issues.

- Work closely with Product, Operations, Logistics, D2C and other cross-functional teams to resolve issues at the root cause.

- Lead customer experience and support transformation initiatives from problem identification through implementation and impact measurement.

- Drive initiatives to improve customer experience,



team productivity and operational efficiency while reducing support costs.

Requirements

- 8+ years of experience in Customer Support, Customer Experience or Contact Centre Operations.

- Proven experience managing multi-channel customer support teams and operations.

- Strong knowledge of CSAT, FRT, SLA, Resolution Time, Quality, Productivity and Workforce Management.

- Hands-on experience in process improvement, automation and/or AI-led customer support.

- Robust analytical, problem-solving and decision-making skills.

- Excellent people leadership, communication and stakeholder management skills.

- Experience with CRM, helpdesk, customer support or contact centre technologies.

- Ability to analyze customer support data and convert insights into actionable improvements.

- Experience in D2C, E-commerce, Consumer Brands or Retail is preferred.

- Strong technology orientation with the ability to build scalable and efficient support processes.

Pay: ₹700,000.00 - ₹900,000.00 per year

Work Location: In person

📌 Customer Support Manager (Ahmedabad)
🏢 TECHNO SYSTEM
📍 Ahmedabad