Assistant Customer Support Manager

Atria Convergence Technologies (ACT); Bengaluru; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Atria Convergence Technologies (ACT) in Bengaluru, India, is seeking an experienced Customer Support Team Lead with 5+ years in customer service and sales/retention to drive frontline performance, retention, and service excellence.

You will lead daily operations, mentor support agents, identify upsell opportunities, optimize workflows, and collaborate with Product and Ops to reduce churn and improve customer lifetime value.

Qualifications

• 5+ years of total experience in Customer Support with proven sales, retention, or upselling experience.
• Experience leading a team of Customer Support representatives and coaching for performance.
• Strong written and verbal communication, data-driven decision making, and conflict resolution skills.

Responsibilities

• Lead, mentor and motivate a team of Customer Support representatives; conduct regular coaching and performance reviews.
• Oversee daily queue management across support channels and ensure SLA targets are met.
• Identify upsell/cross-sell opportunities during interactions and train teammates on pitch techniques.
• Conduct routine QA audits to ensure service standards and brand alignment.
• Collaborate with Product, Marketing and Operations to refine retention offers and knowledge base resources.

Skills

Team Leadership

Operational & SLA Management

Retention & Sales Pitching

Quality Assurance

Process Improvement

Communication skills

Job description

Role Overview

We are seeking an experienced Customer Support Team Lead with 5+ years of customer service and sales/retention experience to drive frontline team performance, customer retention, and service excellence. In this role, you will lead daily operations, mentor support agents, drive plan upsells, and optimize support workflows to maximize customer lifetime value and satisfaction.

Key Roles & Responsibilities

• Team Leadership & People Management: Lead, mentor, and motivate a team of Customer Support representatives. Conduct regular 1:1 coaching, performance reviews, sales/retention pitching practice, and skill development sessions to maintain high engagement.
• Operational & SLA Management: Oversee daily queue management across all support channels. Ensure the team consistently meets key operational targets (Retention, CSAT, First Response Time, Resolution Time).
• Retention & Sales Pitching: Guide the team in identifying upselling and cross-selling opportunities during support interactions. Train and coach agents on pitch techniques, plan upgrades, and customer retention strategies to minimize churn.
• QA: Conduct routine quality assurance audits to ensure service standards, retention pitch quality, and brand alignment.
• Process Improvement & Knowledge Sharing: Identify recurring customer pain points, churn triggers, and workflow bottlenecks. Collaborate with Product, Marketing, and Operations teams to refine retention offers and update knowledge base resources.

Opportunities & Career Growth

• Strategic Impact: Influence customer experience strategies, tool implementations, retention campaigns, and operational scaling initiatives.
• Leadership Progression: Clear path toward Customer Support Manager, Operations Manager, CX Strategy, or Customer Success/Retention Lead roles.
• Cross-Functional Exposure: Work directly with Sales, Product, Technical, and Operations leads to represent the voice of the customer.

Qualifications & Requirements

• Experience: 5+ years of total experience in Customer Support with proven sales, retention, or upselling experience, including demonstrated experience in a Team Lead, Supervisory, or Senior Specialist role.
• Sales & Retention Acumen: Proven track record in customer retention, objection handling, upselling products/plans, and managing churn prevention initiatives.
• Soft Skills: Advanced conflict resolution, persuasive communication, data-driven decision-making, and strong written and verbal communication skills.