Customer Support Manager

usemultiplier.com; Bengaluru; On-site; INR 180,000 - 300,000; Full time

Job summary

usemultiplier.com is seeking a Customer Support Manager to own the day-to-day performance of the global support team, handling queries across employment, payroll, benefits, and platform operations. You will ensure SLA adherence, monitor capacity, and manage escalations.

You will coach agents, drive resolution speed and CSAT, and partner with Ops, Product, and Engineering to close gaps and improve processes in a fast-scaling environment.

Qualifications

• 5+ years in client support with at least 2 years leading a team.
• Proven track record of hitting SLA and CSAT targets while developing people.
• Experience in a ticketing/support environment (Zendesk, Salesforce, or similar) and comfort with metrics.
• Strong customer-facing communication and de-escalation skills.
• Ability to operate in a fast-scaling, ambiguous environment with shifting priorities.
• Excellent cross-functional stakeholder management across Ops, Product, and Engineering.
• Experience in EOR, PEO, payroll, HR tech, or global employment platforms.
• Familiarity with follow-the-sun support models and multi-region coverage.
• Process improvement or automation mindset (knowledge base, deflection, RCA, AI-assisted support).

Responsibilities

• Manage a team of customer support specialists, owning shift coverage, capacity, and workload balancing within a follow-the-sun model.
• Drive SLA performance across first-response and resolution times; monitor real-time queue health and reallocate as needed.
• Serve as the escalation point for complex or sensitive cases, partnering with domain specialists (payroll, benefits, compliance) and Ops to drive resolution.
• Own quality assurance — review tickets, set QA standards, and coach agents through RYG KPI scorecards and regular 1:1s.
• Triage and prioritise incoming queries (P1–P4) and route edge cases to the right specialist teams.
• Identify recurring issues and drive root-cause fixes, query deflection, and knowledge base improvements.
• Partner with Engineering and Ops to surface systemic platform and process gaps.
• Report on team health — backlog, resolution times, CSAT, and quality — to leadership, with clear narratives and action plans.

Skills

5+ years in client support

SLA & CSAT targets

Ticketing system experience

Customer-facing communication

Ambiguity in fast-scaling env

Cross-functional stakeholder mgmt

EOR/PEO/payroll/HR tech

Follow-the-sun multi-region

Process improvement or automation

Tools

Zendesk

Salesforce

Job description

About Job

The Customer Support Manager owns the day-to-day performance of a customer support team handling queries across employment, payroll, benefits, and platform operations. You are responsible for SLA adherence, team capacity and coverage, escalation handling, and the coaching and development of your agents. You will be measured on resolution speed, backlog health, CSAT, and quality.

Skills & Qualification

• 5+ years in client support, with at least 2 years managing a team in a high-volume environment.

• Proven track record of hitting SLA and CSAT targets while developing people.

• Experience in a ticketing/support environment (Zendesk, Salesforce, or similar) and comfort with support metrics and reporting.

• Strong customer-facing communication and de-escalation skills.

• Ability to operate in a fast-scaling, ambiguous environment with shifting priorities.

• Excellent cross-functional stakeholder management across Ops, Product, and Engineering.

• Experience in EOR, PEO, payroll, HR tech, or global employment platforms.

• Familiarity with follow-the-sun support models and multi-region coverage.

• Process improvement or automation mindset (knowledge base, deflection, RCA, AI-assisted support).

Responsibilities

• Manage a team of customer support specialists, owning shift coverage, capacity, and workload balancing within a follow-the-sun model.

• Drive SLA performance across first-response and resolution times; monitor real-time queue health and reallocate as needed.

• Serve as the escalation point for complex or sensitive cases, partnering with domain specialists (payroll, benefits, compliance) and Ops to drive resolution.

• Own quality assurance — review tickets, set QA standards, and coach agents through RYG KPI scorecards and regular 1:1s.

• Triage and prioritise incoming queries (P1–P4) and route edge cases to the right specialist teams.

• Identify recurring issues and drive root-cause fixes, query deflection, and knowledge base improvements.

• Partner with Engineering and Ops to surface systemic platform and process gaps.

• Report on team health — backlog, resolution times, CSAT, and quality — to leadership, with clear narratives and action plans.