Customer Support Manager

Hcxp Consulting; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Hcxp Consulting in Bengaluru is seeking a Lead for customer support operations to drive performance, scale teams, and align outsourcing partners with service standards. You will own critical escalations, monitor support metrics, develop SOPs, deliver training, and lead process improvements to enhance the overall customer experience in ecommerce environments.

The role requires strong leadership, stakeholder communication, and experience optimizing support workflows in fast-paced settings.

Qualifications

• Experience in customer support operations with team handling, ideally in e-commerce.
• Strong in escalations, partner management, support metrics, quality, training and process improvement.

Responsibilities

• Lead customer support operations and drive performance across teams.
• Manage internal teams and outsourcing partners to meet service standards.
• Handle critical escalations and ensure prompt resolutions.
• Monitor support metrics and trends to guide improvements.
• Drive SOPs, training and process improvements to enhance experience.

Skills

Team leadership

Escalation management

Partner management

Process improvement

Training

SOP development

Customer experience optimization

Job description

Lead customer support operations, manage internal teams and outsourcing partners, handle critical escalations, monitor support metrics, drive SOPs, training and process improvements, and enhance overall customer experience.

Required Candidate profile

Experience in customer support operations with experience in team handling, ideally in e-commerce. Strong in escalations, partner management, support metrics, quality, training ,process improvement.