- Operational Oversight:

a. Manage and supervise the customer support team, ensuring consistent and high-

quality customer service across multiple channels (e.g., phone, email, live chat,

social media).

b. Develop and maintain team schedules to ensure proper coverage during peak and off-peak hours.

c. Monitor team performance and KPIs (e.g., response time, resolution time,

customer satisfaction) to ensure targets are met.

- Process Improvement & Efficiency:

a. Identify areas for process optimization and implement improvements to enhance the overall customer experience.

b. Work with the team to standardize processes and create playbooks to streamline support workflows.

c. Implement tools and technologies to improve team productivity and automate repetitive tasks where possible.

- Quality Assurance & Training:

a. Ensure high-quality customer interactions by establishing, monitoring, and enforcing quality assurance standards.

b. Oversee the training and development of customer support staff, providing ongoing coaching and mentoring to improve their skills and performance.

c. Conduct regular performance evaluations, offering constructive feedback to support staff.

- Data Analytics & Reporting:

a. Analyze customer support metrics and reports to identify trends, pain points, and opportunities for improvement.

b. Provide regular reports on team performance, customer satisfaction, and operational effectiveness to senior leadership.

c. Use data to make informed decisions and drive continuous improvement in service delivery.

- Cross-functional Collaboration:

a. Collaborate with other departments (e.g., product, marketing, sales) to ensure alignment on customer needs and feedback.

b.



Work closely with the IT or engineering teams to resolve any technical issues impacting customer support operations.

c. Assist in the implementation of current systems or tools that enhance customer support.

- Customer Escalation Management:

a. Handle complex or high-priority customer escalations and ensure they are resolved in a timely manner.

b. Act as a point of contact for critical customer issues, working to resolve them to the customers satisfaction.

- Resource & Budget Management:

a. Manage departmental budgets and resources effectively, ensuring optimal allocation to support team needs.

b. Forecast customer support demands and plan for seasonal or unforeseen fluctuations in volume.

- Strategic Planning:

a. Contribute to the development of long-term strategies for improving the customer experience and support operations.

b. Stay up-to-date with industry best practices and emerging trends in customer support and apply these to the company’s operations.

- Experience:

a. At least 8-10 years of experience in customer support or customer service operations.

b. 5+ years of experience in a management or supervisory role.

c. Proven track record of managing high-performing customer support teams.

- Skills:

a. Strong leadership and people management abilities.

b. Excellent problem-solving and conflict resolution skills.

c. Analytical mindset with the ability to interpret data and make data-driven decisions.

d. Proficiency in customer support software (e.g., Zendesk, Freshdesk, Salesforce

Service Cloud) and CRM systems.

e. Excellent communication skills, both verbal and written.

f. Strong organizational and time-management skills.

📌 Customer Support Manager (Gurugram)
🏢 Lenskart
📍 Gurugram