Associate Manager - Service and Sales Support

Sutherland; Navi Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Sutherland is seeking a Team Manager – Service & Sales Support to supervise a team of Customer Care Associates delivering high-quality multi-channel support, including voice, chat, email, and web assistance. You will drive daily performance, coach agents, and lead initiatives to improve customer experiences while meeting revenue and retention goals.

The role emphasizes leadership, KPI tracking (CSAT, AHT, ARR), process optimization, and collaboration with SMEs and Quality teams.

Qualifications

• Graduate degree or equivalent experience in business, customer service, or related field.
• 5+ years in customer support or sales roles, with at least 2 years in a leadership capacity.
• Experience managing teams in SaaS or digital environments preferred.

Responsibilities

• Lead day-to-day operations for a team of associates.
• Set clear performance expectations and provide regular feedback.
• Conduct coaching sessions and career development planning.
• Monitor KPIs such as CSAT, AHT, ARR, and retention rates.
• Implement corrective actions and improvement plans for underperforming associates.
• Ensure adherence to scripts, processes, and compliance standards.
• Collaborate with SMEs and Quality teams to maintain high service standards.
• Act as the final escalation point for complex customer issues.
• Drive team performance on renewals, attach motions, and guided retention techniques.
• Identify opportunities for upselling and cross-selling.
• Prepare daily, weekly, and monthly performance reports.
• Analyze trends and recommend process improvements.
• Foster a positive team culture focused on collaboration and continuous learning.

Skills

Leadership

Communication

People management

Analytical mindset

Education

Graduate degree or equivalent

Tools

CRM tools

Reporting systems

Job description

Company Description:

Sutherland is a global leader in customer experience and digital transformation, helping top brands deliver seamless support across voice, chat, email, and digital channels. We combine human expertise with smart technology to create efficient, high-quality experiences for our clients and their customers. As a trusted BPO partner, Sutherland drives performance, innovation, and growth for organizations around the world.

We are looking for a strong operational leader to supervise a team delivering high-quality technical and customer service support across multiple channels inbound & outbound voice, chat/messaging, email, web support, video, and screenshare assistance. You’ll ensure daily performance, coach frontline agents, and help drive an exceptional customer experience.

Job Description:

Job Title: Team Manager – Service & Sales Support

Role Overview

The Team Manager will oversee a team of Customer Care Associates, ensuring operational excellence, high customer satisfaction, and achievement of revenue and retention goals. This role combines leadership, performance management, and process optimization to deliver exceptional customer experiences while fostering a culture of growth and accountability.

Key Responsibilities

• Team Leadership & Development
  • Manage day-to-day operations for a team of associates.
  • Set clear performance expectations and provide regular feedback.
  • Conduct coaching sessions and career development planning.
• Performance Management
  • Monitor KPIs such as CSAT, AHT, ARR, and retention rates.
  • Implement corrective actions and improvement plans for underperforming associates.
• Operational Excellence
  • Ensure adherence to scripts, processes, and compliance standards.
  • Collaborate with SMEs and Quality teams to maintain high service standards.
• Escalation Management
  • Act as the final escalation point for complex customer issues.
  • Partner with cross-functional teams to resolve systemic challenges.
• Sales & Retention Oversight
  • Drive team performance on renewals, attach motions, and guided retention techniques.
  • Identify opportunities for upselling and cross-selling.
• Reporting & Analytics
  • Prepare daily, weekly, and monthly performance reports.
  • Analyze trends and recommend process improvements.
• Employee Engagement
  • Foster a positive team culture focused on collaboration and continuous learning.

Qualifications:

Our most successful candidates will have:

• Education: Graduate degree or equivalent experience in business, customer service, or related field.
• Experience:
  • 5+ years in customer support or sales roles, with at least 2 years in a leadership capacity.
  • Experience managing teams in SaaS or digital environments preferred.
• Skills:
  • Strong leadership and people management skills.
  • Excellent communication and conflict resolution abilities.
  • Proficiency in CRM tools and reporting systems.
  • Analytical mindset with ability to interpret performance data.

Core Competencies

• Leadership: Inspire and motivate team members to achieve goals.
• Strategic Thinking: Align team objectives with organizational priorities.
• Customer Focus: Maintain high standards of service excellence.
• Process Orientation: Drive consistency and compliance across operations.