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 prospects 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.
Solid 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