Associate Manager, Customer Support - Rotational Shift

NAVEX; Bengaluru; Hybrid; INR 2,035,000 - 2,340,000; Full time

Benefits offered by this job

Meaningful Purpose

High-Performance Environment

Candid Culture

Growth Opportunities

Rewards for Results

Job summary

NAVEX in Bengaluru is seeking an Associate Manager of Customer Support to oversee a team of Customer Support Technicians in a hybrid role. You will coach and develop staff, manage performance against KPIs, and drive best-in-class customer experiences post-implementation.

You will escalate complex issues, collaborate cross-functionally, and promote continual process improvements. The role emphasizes accountability, growth, and outcomes, with shift-based coverage including nights and weekends.

Qualifications

• 3+ years of related customer-facing professional experience.
• 1+ years of related successful leadership experience.

Responsibilities

• Lead, coach, and develop a team of Customer Support Technicians, fostering a culture of accountability, continuous improvement, and employee retention.
• Drive team performance through effective coaching, regular performance management, and achievement of key operational and customer experience metrics.
• Ensure the consistent delivery of an exceptional customer experience, with a strong focus on customer satisfaction, retention, and service quality.
• Monitor and analyze team and individual performance metrics, identifying opportunities to improve effectiveness, efficiency, and outcomes.
• Act as the primary escalation point for complex customer issues, ensuring timely resolution and positive customer outcomes.
• Ensure adherence to established support processes, policies, and service standards while promoting operational excellence.
• Identify, recommend, and implement process improvements that enhance team productivity, service delivery, and the customer experience.

Skills

Leadership

Customer-facing

KPI tracking

Team coaching

Learning agility

Attention to detail

Culture agility

AI readiness

Shift flexibility

Relationship management

Job description

At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact.

Our high-performance culture is driven by our values. We move with speed, passion and purpose— as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.

We are the worldwide leader in integrated risk and compliance management software and services. As an Associate Manager of Customer Support, you will be responsible for the oversight of Customer Support Specialists dedicated to providing high quality engagement activities and best-in-class support for our customers post-product implementation.

In this role, you will coach, motivate, and manage team members to achieve operational excellence while leveraging NAVEX’s award-winning methodologies and processes. You will be responsible for the professional development and growth of team resources and for the delivery of best-in-class Customer Support that drives customer satisfaction and retention while promoting expansion in our customer base and in our annual recurring revenue. This role requires an in depth understanding of NAVEX products and services.

Additionally, you will interact directly with customers on management escalations to mitigate issues and drive resolution; and you will collaborate with cross-functional teams to ensure customer lifecycle management.

Come join our outstanding team of high energy, fun and customer centric professionals!

At NAVEX, you will work in a hybrid role and thrive alongside an engaged and collaborative team invested in supporting your success!

What you’ll get:

• Meaningful Purpose.Your work helps organizations operate with integrity and protect their people—at a scale few companies can match.
• High-Performance Environment.We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture.We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters.You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results.We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

What you’ll do:

• Lead, coach, and develop a team of Customer Support Technicians, fostering a culture of accountability, continuous improvement, and employee retention
• Drive team performance through effective coaching, regular performance management, and achievement of key operational and customer experience metrics
• Ensure the consistent delivery of an exceptional customer experience, with a strong focus on customer satisfaction, retention, and service quality
• Monitor and analyze team and individual performance metrics, identifying opportunities to improve effectiveness, efficiency, and outcomes
• Act as the primary escalation point for complex customer issues, ensuring timely resolution and positive customer outcomes
• Ensure adherence to established support processes, policies, and service standards while promoting operational excellence
• Identify, recommend, and implement process improvements that enhance team productivity, service delivery, and the customer experience

What you’ll bring:

• 3+ years of related customer-facing professional experience
• 1+ years of related successful leadership experience
• Ability to effectively manage multiple team members, prioritizing responsibilities, delegating tasks, managing escalations, team coaching and career development and tracking established KPIs to ensure customers are supported
• The ability to learn and assimilate new information quickly
• Ability to work within a close-knit team environment, fostering valued internal and external customer relationships to achieve results
• The ability to execute against defined strategic initiatives with minimal management supervision
• High level of attention to detail, excellent follow through and reliability
• Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
• AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
• Fuel performance and outcomes.Leverage your job competencies and champion NAVEX’s core values
• Comfortable working in rotational shifts, including night shifts or weekends

Our side of the deal:

• We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way.
• The starting pay for this role is 2,035,000 INR per annum with 5% MBO. Shifts ending between 12:00 AM IST and 07:00 AM IST are eligible for a night shift differential of 500 INR/day. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.