Assistant Manager & Customer Support Operations

Logfix Scm Solutions; Chennai District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Logfix Scm Solutions is seeking an experienced Assistant Manager for Customer Support & Operations in Chennai. You will lead day-to-day support activities, handle escalations, and drive service quality and SLA adherence, while mentoring junior staff and delivering actionable performance reports.

Ideal candidates bring 5+ years in customer support/operations and 2+ years in a leadership role, with strong communication, CRM, and Excel skills to optimize processes.

Qualifications

• 5+ years in Customer Support or Operations
• 2+ years in Team Lead/Assistant Manager roles
• Experience handling escalations and service operations
• Strong knowledge of CS metrics, SLAs, and reporting

Responsibilities

• Assist in managing daily customer support operations and ensure smooth service delivery.
• Handle customer escalations, complaints, and complex queries with a customer-first approach.
• Drive first-contact resolution through timely and effective issue resolution.
• Monitor team performance, productivity, response time, and SLA adherence.
• Coach and mentor Customer Support Executives to improve performance and service quality.
• Prepare MIS reports, dashboards, and operational performance reports.

Skills

Customer support

Team leadership

CRM tools

MS Excel

SLA metrics

Problem solving

Communication

Education

Bachelor's degree in Business Administration/Management

Tools

CRM tools

MS Excel

Customer support platforms

Job description

Assistant Manager Customer Support & Operations

About the Role

We are looking for an experienced and customer-focused Assistant Manager Customer Support & Operations to support and lead day-to-day customer service operations. The ideal candidate will be responsible for ensuring exceptional customer experience, handling escalations, monitoring team performance, and driving operational excellence while maintaining service quality and SLA compliance.

Key Responsibilities

• Assist in managing daily customer support operations and ensure smooth service delivery.
• Handle customer escalations, complaints, and complex queries with a customer-first approach.
• Drive first-contact resolution through timely and effective issue resolution.
• Monitor team performance, productivity, response time, and SLA adherence.
• Coach and mentor Customer Support Executives to improve performance and service quality.
• Review customer interactions and identify opportunities for process improvements.
• Maintain accurate records of customer interactions and service requests.
• Collaborate with internal teams to ensure quick resolution of customer concerns.
• Prepare MIS reports, dashboards, and operational performance reports.
• Ensure compliance with company policies, customer communication standards, and data privacy guidelines.
• Foster a culture of accountability, collaboration, and continuous improvement.

Required Skills & Experience

• 5+ years of experience in Customer Support, Customer Service Operations, or Client Communications.
• Minimum 2 years of experience in a Team Lead, Senior Executive, or Assistant Manager role.
• Experience in handling customer escalations and managing support operations.
• Strong knowledge of customer service metrics, SLAs, and operational reporting.
• Excellent verbal and written communication skills.
• Strong leadership, team management, and coaching abilities.
• Analytical mindset with excellent problem-solving skills.
• Proficiency in CRM tools, MS Excel, and customer support platforms.
• Ability to work in a fast-paced, customer-centric environment.

Preferred Qualification

• Bachelor's degree in Business Administration, Management, or a related field.
• Experience in B2B or B2C customer support operations is preferred.