Customer Support Manager

Arotha Profconsul; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Arotha Profconsul in Bengaluru is seeking an experienced Customer Support Manager to lead a team delivering service across chat, email, and phone. You will drive performance, implement training, and optimize the blended process to enhance customer satisfaction.

The role requires 4-8 years in ecommerce support, strong analytics, and the ability to collaborate with sales and marketing to resolve complex issues and ensure high-quality customer experiences.

Qualifications

• 4-8 years of experience in a similar role within an ecommerce industry setting.
• Strong understanding of blended processes, including semi-voice interactions.
• Proven track record of managing teams effectively using various communication methods (chat, email, voice).
• Excellent analytical skills with ability to interpret customer feedback and metrics.

Responsibilities

• Manage a team of customer support agents to provide exceptional service to customers through various channels such as chat, email, and phone calls.
• Develop and implement effective training programs to improve agent performance and product knowledge.
• Analyze customer feedback and metrics to identify areas for improvement in the blended process and make data-driven decisions.
• Collaborate with other departments (e.g., sales, marketing) to resolve complex issues and escalate when necessary.

Skills

Team management

Multichannel support

Training programs

Analytics

Job description

Roles and Responsibilities :

• Manage a team of customer support agents to provide exceptional service to customers through various channels such as chat, email, and phone calls.
• Develop and implement effective training programs to improve agent performance and product knowledge.
• Analyze customer feedback and metrics to identify areas for improvement in the blended process and make data-driven decisions.
• Collaborate with other departments (e.g., sales, marketing) to resolve complex issues and escalat[e] when necessary.

Job Requirements :

• 4-8 years of experience in a similar role within an ecommerce industry setting.
• Strong understanding of blended processes, including semi-voice interactions.
• Proven track record of managing teams effectively using various communication methods (chat, email, voice).
• Excellent analytical skills with ability to interpret customer feedback and metrics.