Job Title: Customer Support Manager

Company: ADA Tech Solutions Pvt. Ltd.

Work Location: Baner, Pune, Maharashtra

Job Type: Full-Time

Work Mode: Work from Office

Department: Customer Support / Operations

Experience: 5–10 Years

Job Summary

ADA Tech Solutions Pvt. Ltd. is looking for an experienced and result-oriented Customer Support Manager to manage customer support operations, lead a team of customer service professionals, improve customer satisfaction, and ensure operational efficiency. The ideal candidate should have strong leadership, communication, problem-solving, and team management skills.

Key Responsibilities

- Manage daily customer support operations and ensure smooth workflow.
- Lead, motivate, and mentor customer support executives and team leaders.
- Monitor team performance, productivity, service quality, and customer satisfaction.
- Handle customer escalations and ensure timely resolution of complaints.
- Track key performance indicators (KPIs), service-level agreements (SLAs), CSAT, AHT, and FCR.
- Conduct performance reviews, coaching sessions, and feedback meetings.
- Identify process gaps and implement strategies to improve service quality.
- Coordinate with internal departments to resolve customer issues.
- Prepare daily, weekly, and monthly performance reports for management.
- Ensure adherence to company policies,



quality standards, and operational procedures.
- Support recruitment, onboarding, and training of customer support staff.

Required Skills
- Excellent verbal and written communication skills.
- Strong leadership and team management abilities.
- Good analytical and problem-solving skills.
- Experience in customer complaint handling and escalation management.
- Knowledge of BPO / customer support processes and performance metrics.
- Proficiency in MS Excel, CRM tools, and reporting.
- Ability to manage pressure and achieve operational targets.

Eligibility Criteria
- Experience: 5–10 years in customer support or BPO operations, including team management experience.
- Education: Graduate in any discipline.
- Industry Preference: BPO, Customer Service, Contact Centre, or Customer Experience.
- Work Location: Baner, Pune, Maharashtra.
- Employment Type: Full time.
- Work Arrangement: Work from Office.

How to Apply Interested candidates can apply through Indeed or share their updated resume with our recruitment team.

HR Contact: Purwa

Company: ADA Tech Solutions Pvt. Ltd.

Phone: (phone hidden)

Email: [email protected]

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits

- Provident Fund

Work Location: In person

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