Customer Support Manager

Position;Customer SupportManager

Experience:5years

Work Location : Bangalore

oKey Responsibilities

1.Leadership & Team Management

- Lead, coach, and inspire a team of customer support agents.

- Conduct regular performance evaluations and identify training opportunities.

- Foster a collaborative and customer-centric team culture.

2.Operational Efficiency

- Streamline customer support processes to reduce response and resolution times.

- Ensure smooth operations across phone, email, live chat, and other support channels.

- Monitor KPIs and adjust workflows to optimize team performance.

3.Customer Experience

- Handle escalated issues and ensure rapid, satisfactory resolution.

- Collect and analyze customer feedback to improve service.

- Collaborate with product and marketing teams to address customer pain points.

4.System & Process Improvement

- Implement and optimize Customer Relationship Management (CRM) and support software to enhance service delivery.

- Stay updated with industry trends and integrate best practices into the support process.

- Identify opportunities for automation and process refinement.

5.Reporting & Analytics

- Track and report on key Customer Support metrics(CSAT, NPS, first-response times, etc.).

- Provide actionable insights and recommendations for continuous improvement.

oQualifications

- Bachelor's degree (Business, Communications, or relevant field preferred). Any PG degree would add value

- 5+ years of customer support experience, with at least 2 years in a Team Manager role.

- Expertise with CRM platforms (e.g., Salesforce, Zendesk, ZOHO, Freshdesk).

- Proven track record in managing teams and driving performance improvements.

- Strong analytical skills with the ability to turn data into insights.

- Excellent problem-solving and communication skills.

oDesirable Skills

- Industry knowledge of [Manufacturing, Telecom, BPO].

- Experience with process automation and remote team management.

- Certification in customer service or leadership (optional).

About the Company :

Company founded in 1999, specializes in digital manufacturing solutions, offering ERP, MES, and real-time shop-floor data systems. Their products integrate advanced technologies like IIoT, Digital Twin, and no-code/low-code platforms, aimed at optimizing manufacturing processes and enhancing smart manufacturing. Based in Bangalore, Company focuses on Industry 4.0 innovations to help manufacturers streamline operations and improve efficiency