Position: Customer Support Manager

Location: Pune

Reports to: MD and VP of India Operations

Years of experience: 12+ yrs

Who We Are:

MoxiWorks is the leading real estate AI marketing platform built by real estate pros, for real estate pros. Our AI‑powered system helps brokerages and their agents find, win, and close more deals.

Drawing on decades of industry expertise, we build tools that remove complexity and let real estate professionals focus on what matters most. Our newest innovation, RISE, is a native‑AI sales and marketing tool designed to help agents stay ahead in an increasingly competitive landscape.

At MoxiWorks, you’ll find a team of innovators, collaborators, and doers who care deeply about our customers, our craft, and each other. If you’re excited by meaningful work, big ideas, and building technology that empowers people, you’ll fit right in.

Our Pune team plays a critical role in delivering these innovations. As part of our global engineering and technology organization, you'll collaborate with talented colleagues across the United States and India to build products used by more than 3,000 brokerages and 400,000 real estate professionals worldwide.

If you're passionate about solving meaningful problems, building high-quality software, and working in a collaborative, growth-oriented environment, we'd love to have you on our team.

Our Core Values

- Customer First
- Innovative
- Passionate
- Sense of Urgency
- Accountable & Reliable
- Relentless Execution

Join MoxiWorks in Pune and help shape the future of PropTech while growing your career with a global team committed to innovation, collaboration, and delivering exceptional customer outcomes.

Your Next Opportunity:

About the Role

- The Customer Support Team Manager is a leadership role responsible for the performance, structure, and strategic direction of the India Support function. The Manager has visibility across the entire Support tier, including Associate Managers, Senior CSEs, Customer Support Engineers, and Voice Support Engineers — and is accountable for the team's results. The Manager tracks output trends, evaluates individual and cohort performance against benchmarks, makes or escalates Support decisions that affect the group as a whole, and reviews, directs, and steps in directly when the situation requires it.
- They supervise the hiring process, set direction for the Senior cohort, and serve as the primary voice for the India Support function in conversations with other Support leadership members. The ideal candidate is a people-first manager who leads through clarity and structure — someone who builds the conditions for their team to do great work rather than doing it themselves and holds people accountable when those conditions are not being met.

- They have a strong sense of urgency and can manage competing priorities without losing sight of what matters most — and they know when a situation has crossed from routine to responsible. When that happens, they raise the alarm, escalate appropriately,



and advocate for the customer rather than just manage the process

Responsibilities

Team Performance & Accountability

- Maintain visibility across the full Support tier — tracking output quality and individual performance trends at a team level, identifying issues before they become patterns
- Evaluate team performance against defined benchmarks and make or escalate decisions when something requires intervention
- Conduct regular one-on-ones with the Associate Manager and Senior CSE’s and provide structured coaching, feedback, and development support
- Own performance review cycles for the Support tier: goal-setting, mid-cycle check-ins, end-of-cycle evaluations, and documentation
- Identify skill or process gaps across the team and work with the Associate Manager and Enablement SCSE (where applicable) to address them through training, coaching, or process changes

Ticket Review & Escalation

- Regularly review escalated tickets to assess whether they are being handled appropriately — provide direction to the team, and step in directly when the situation requires it
- Monitor the queue for tickets sitting unaddressed beyond expected thresholds and ensure they are actioned, re-assigned, or escalated in a timely way
- Serve as the final escalation point for issues that exceed what the Senior and Associate Manager layers can resolve independently

Hiring & Role Development

- Supervise the hiring process for the India support team in coordination with other members of Support leadership: participating in interview panels, evaluating candidates, and providing recommendations on role fit and leveling
- Partner with Support leadership and HR on onboarding design, role calibration, and team structure decisions as the India team develops
- Coordinate on staffing decisions that cross team boundaries.

Process & Operations

- Ensure that support processes and workflows are understood across the team, being followed consistently, and producing the right outcomes — not just that work is being done, but that it is being done correctly
- Identify where processes are breaking down — through ticket audits, performance data, or direct observation — and drive changes that address root cause rather than individual instances
- Translate organizational priorities from Support leadership into clear direction for the Associate Manager, Seniors and team
- Evaluate tooling and workflow effectiveness on an ongoing basis and recommend changes to leadership when evidence supports them
- Track the impact of operational decisions and process changes over time to assess whether they are producing the intended results

Cross-Functional & Organizational





- Represent the India support team in cross-functional conversations with other departments — surfacing the team's needs and constraints at a structural level
- Surface patterns and systemic issues upwards with clear framing and recommended action
- Communicate clearly to non-technical stakeholders about team capacity, process health, and operational issues

Qualifications

- 12+ years in a Support role with at least 2 years in a managerial role
- Demonstrated experience managing or supervising a customer support or service team, with a track record of improving team performance through people development, process design, and structured accountability
- Strong process orientation — able to evaluate whether a workflow is working, identify where it is breaking down, and drive the changes needed to fix it
- Strong analytical skills — able to read performance data, identify patterns, and translate findings into action without needing someone else to interpret the numbers
- Excellent written and verbal communication skills, including the ability to deliver difficult feedback constructively and represent the team's needs clearly to leadership
- Experience participating in hiring processes — interviewing, evaluating candidates, and making recommendations — even if not the final decision-maker
- Comfortable operating with a high degree of autonomy and making judgment calls that affect a team without needing direction on each one
- Organized and structured in approach — able to track multiple people, processes, and competing priorities simultaneously without losing detail
- Demonstrated ability to identify systemic problems and drive them to resolution, including across functions or team’s outside direct control.

Preferred Skills

- Experience with Zendesk or a comparable enterprise support platform, including familiarity with reporting and analytics features
- Familiarity with AI tools such as Claude
- Conflict resolution skills, including ability to de-escalate unhappy clients
- Familiarity with Jira or similar tools for tracking escalations and cross-team work
- Experience managing or working alongside offshore or distributed support teams
- Experience working within a multi-vendor or multi-tier support organization
- Prior involvement in onboarding design, training program development, or process documentation
- Familiarity with support analytics or reporting tools for tracking team performance metrics

Moxians Are Covered:

All benefits are subject to review on an annual basis whereas we continuously assess our total reward proposition aligning with the needs of our people, our business and the market. Benefits are effective on 1st day of employment.

Your Benefits at a Glance - Designed to support your health, wellbeing, and peace of mind

- Medical insurance for employees and family, including parents/in-laws
- Accident coverage for employees
- EAP powered by Living App
- Catered lunch
- Indoor games and team engagement
- Office snacks and refreshments
- Public holidays 10 days
- 20 PTOs and 6 CL/SL, full maternity and 4 weeks paternity

📌 Customer Support Manager (Maharashtra)
🏢 MoxiWorks
📍 Maharashtra