Company Description InstaLaxmi is the country’s first and largest B2B Digital Gold company, building digital gold platforms specifically for jewelers. The platform includes key features such as loyalty programs and other value-added tools that support customer retention and business growth. InstaLaxmi designs gamified experiences tailored to consumer behavior, driving higher app engagement and increased transactions. The company focuses on combining technology, user experience, and data-driven insights to help jewelry businesses scale efficiently. Role Description The Customer Support Manager role at InstaLaxmi is a full-time, on-site position based in Thane. The person in this role will lead and manage the customer support team, oversee daily operations, and ensure timely resolution of client queries and issues related to the digital gold platform and associated features. Responsibilities include setting support processes and standards, monitoring service quality and response times, and using customer feedback to improve platform functionality and user experience. The role also involves coordinating with product and technical teams, preparing support performance reports,



and training team members on new features and best practices. The Customer Support Manager will be expected to maintain strong relationships with B2B clients and proactively identify opportunities to enhance customer satisfaction. Qualifications
• Experience in customer support or customer success management, preferably in fintech, SaaS, or B2B platforms.
• Proven ability to lead and mentor a support team, manage schedules, and optimize workflows.
• Solid communication, interpersonal, and conflict-resolution skills to manage client interactions effectively.
• Comfort with using CRM or ticketing tools, analyzing support metrics, and preparing performance reports.
• Good understanding of digital products, mobile apps, and user behavior; exposure to loyalty or gamified platforms is an advantage.
• Bachelor’s degree in business, technology, or a related field; relevant certifications in customer service or support management are a plus.
• Ability to work on-site in Thane, collaborate with cross-functional teams, and adapt to a fast-paced environment.

📌 Customer Support Manager (Thane)
🏢 InstaLaxmi
📍 Thane