Manager - Customer Support

Role Overview

The Manager - Customer Support position, based in Pune, requires working from the office five days a week with a shift starting at 4:30 AM IST. This role demands hands-on leadership experience in managing teams to ensure top-notch customer service delivery aligned with company goals.

Key Responsibilities

• Oversee performance by managing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to enhance customer satisfaction and service efficiency.
• Lead and develop teams across multiple customer-related functions including Customer Care, Order Management, and Collections.
• Manage workforce planning and coordinate operations to balance cost, quality, and productivity.
• Resolve customer escalations promptly and cultivate a culture centered on customer-first principles.
• Utilize data analytics to identify process improvements, implement change initiatives, and maintain compliance with established policies and procedures.
• Collaborate with cross-functional teams to drive continuous operational excellence, manage risks, control costs, and strategically plan up to a one-year horizon.

Experience and Qualifications

• Minimum of seven years’ experience leading managerial staff, including remote teams, in environments driven by KPIs and SLAs.
• Proven expertise in customer operations, demonstrating strategic impact and sound decision-making.
• Excellent communication skills, capable of delivering executive-level presentations and storytelling supported by data insights.
• Experience in leading transformational change efforts with continuous improvement methodologies such as Lean, Six Sigma, automation, and knowledge management.