Customer Support Manager

Green Sm; Gurugram District, Bengaluru; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Green SM India is seeking an experienced Customer Support Manager to lead end-to-end support across voice, chat, email and digital channels, driving performance, service quality and continuous improvement across geographies.

The role focuses on using data, automation, and AI-enabled solutions to improve resolution, productivity, and customer outcomes while managing budgets, vendor performance, and a high-performing team.

Qualifications

• 12 to 15 years of experience in customer support, customer experience, service delivery, or contact centre operations with significant people-management responsibilities.
• Experience leading large, multi-layered teams across locations/markets.
• Hands-on experience with CRM platforms such as Salesforce, Freshworks, Zendesk, or equivalent.

Responsibilities

• Own end-to-end customer support delivery across voice, chat, email, and other digital channels, ensuring a consistent, customer-centric experience.
• Define and execute customer experience strategies that improve NPS, CSAT, customer effort, first-contact resolution, and overall service quality.
• Oversee complex escalations, critical incidents, and high-priority customer cases; ensure timely resolution and effective stakeholder communication.
• Use VOC, customer feedback, complaints, and journey insights to identify friction points and drive closed-loop improvements.
• Lead day-to-day support operations to achieve SLAs, KPIs, and productivity goals; establish dashboards and operating rhythms.

Skills

People management

Multi-location operations

Data-driven decision making

Omnichannel support

Analytical skills

Education

Bachelor's degree in Business/Management/Operations

Tools

Salesforce

Freshworks

Zendesk

Job description

About Green SM India

Green SM India is committed to providing safe, reliable, and sustainable electric mobility solutions. We are looking for customer-focused professionals who are passionate about delivering exceptional customer experiences and resolving customer concerns efficiently.

Role Overview

We are seeking an experienced Customer Support Manager to lead customer support operations, strengthen service delivery, and drive measurable improvements in customer experience across multiple channels and geographies. The role will own operational performance, customer satisfaction, service quality, workforce effectiveness, and continuous improvement. The ideal candidate combines strong people leadership and operational discipline with a track record of using data, digital tools, automation, and AI-enabled solutions to improve resolution, productivity, and customer outcomes.

Key Responsibilities

Customer Experience & Service Delivery

• Own end-to-end customer support delivery across voice, chat, email, and other digital channels, ensuring a consistent, customer-centric experience.
• Define and execute customer experience strategies that improve NPS, CSAT, customer effort, first-contact resolution, and overall service quality.
• Oversee complex escalations, critical incidents, and high-priority customer cases; ensure timely resolution and effective stakeholder communication.
• Use Voice of Customer (VOC), customer feedback, complaints, and journey insights to identify friction points and drive closed-loop improvements.

Operations & Performance Management

• Lead day-to-day support operations and ensure achievement of SLAs, KPIs, quality targets, productivity goals, and operational commitments.
• Establish performance dashboards, review mechanisms, and operating rhythms to track service levels, backlog, ageing, resolution time, reopen rates, and customer outcomes.
• Conduct root cause analysis (RCA) on recurring issues and implement corrective and preventive action plans.
• Drive process standardisation, workflow redesign, SOP governance, and continuous improvement using Lean, Six Sigma, or Kaizen methodologies.
• Manage operational budgets, resource utilisation, vendor performance, and cost optimisation while maintaining service quality.

People Leadership & Capability Development

• Lead, coach, and develop a multi-layered team of team leaders, supervisors, and customer support associates.
• Build a high-performance culture through clear goals, regular coaching, performance reviews, talent development, and succession planning.
• Own workforce planning in partnership with WFM, including capacity forecasting, scheduling, productivity, and staffing requirements.
• Drive onboarding, learning and development, quality calibration, and ongoing capability-building programmes.

Digital Transformation, Automation & AI

• Identify and implement opportunities to simplify customer and agent journeys through automation, self-service, chatbots, IVR, and conversational AI.
• Partner with Product, Engineering, Data, and Technology teams to define requirements, test solutions, and launch digital support improvements.
• Leverage AI/GenAI capabilities such as agent assist, automated case summarisation, knowledge support, AI-assisted quality monitoring, and proactive customer outreach.
• Monitor automation effectiveness, bot containment, true resolution, customer satisfaction, and human hand-off quality; continuously optimise workflows and decision logic.
• Use CRM, analytics, and reporting platforms to improve case visibility, operational insights, and data-driven decision-making.

Stakeholder & Business Partnership

• Collaborate with Product, Technology, Sales, Logistics, Finance, Compliance, and other business teams to resolve systemic customer issues.
• Present operational performance, customer insights, risks, and transformation progress to senior leadership.
• Manage external service partners and technology vendors, ensuring agreed service standards, governance, and business outcomes.
• Support change management and ensure teams adopt new processes, tools, policies, and service models.

Required Experience & Qualifications

• 12 to 15 years of experience in customer support, customer experience, service delivery, or contact centre operations, including significant people-management responsibility.
• Demonstrated experience leading large, multi-layered teams and managing operations across multiple locations, markets, or geographies.
• Strong track record of improving NPS, CSAT, first-contact resolution, quality, productivity, and service-level performance through measurable interventions.
• Hands-on experience with CRM and customer support platforms such as Salesforce, Freshworks, Zendesk, or equivalent.
• Working knowledge of omnichannel support, IVR, chatbots, voice bots, workflow automation, and AI/GenAI-enabled customer service solutions.
• Strong understanding of operational metrics, workforce management, quality assurance, escalation management, and performance analytics.
• Experience in process transformation, SOP design, root cause analysis, and continuous improvement methodologies.
• Bachelors degree in Business, Management, Operations, or a related discipline; a postgraduate qualification is an advantage.

Preferred Skills & Competencies

• Strategic and customer-first mindset with strong execution discipline.
• Excellent communication, stakeholder management, influencing, and presentation skills.
• Strong analytical ability and confidence interpreting dashboards and operational data.
• Ability to lead change, manage ambiguity, and deliver transformation in a fast-paced environment.
• Commercial acumen, including cost-to-serve, productivity, and budget management.
• Experience in technology, fintech, e-commerce, logistics, travel, or other high-volume customer support environments is preferred.