Customer Support Manager

HMD; Gurugram District; Presencial; INR 3.000.000 - 4.200.000; Jornada completa

Descripción de la vacante

Human Mobile Devices is seeking an experienced Customer Support Manager in Gurgaon, India, to lead and strengthen our customer support operations across voice, email, chat, and digital channels. You will manage outsourced contact centres, own escalations, and drive superior customer experiences.

This role focuses on improving CSAT and NPS, implementing VoC programs, and leveraging CRM, automation, and AI-enabled solutions to boost efficiency and service quality.

Formación

• 8 - 12 years of Customer Support / Customer Experience experience, including 3+ years in a managerial role.
• Experience in mobile handsets, consumer electronics or a similar consumer-facing industry preferred.
• Proven experience managing outsourced contact centres, partners and multi-channel support operations.
• Strong understanding of CSAT, NPS, FCR, SLAs and escalation management.
• Good exposure to CRM platforms, support automation, analytics and AI-enabled customer service solutions.
• Strong communication, analytical, problem-solving and stakeholder-management skills.
• A customer-first mindset with the ability to balance service quality, customer satisfaction and cost efficiency.

Responsabilidades

• Lead multi-channel customer support operations across voice, email, chat, social media and digital platforms.
• Manage outsourced contact centres and service partners, ensuring adherence to SLAs, KPIs, quality and cost objectives.
• Own customer escalations, establishing effective escalation mechanisms and ensuring timely resolution of critical cases.
• Strengthen Voice of Customer (VoC) mechanisms and translate customer feedback into actionable insights for Product, Marketing, Service and Operations.
• Drive adoption of CRM, automation, AI/chatbots and analytics to enhance customer experience and operational efficiency.
• Monitor and improve key customer experience metrics including CSAT, NPS, First Contact Resolution (FCR), TAT and SLA adherence.
• Partner with cross-functional stakeholders to continuously improve the end-to-end customer journey.

Conocimientos

Customer support

Customer experience

People management

Communication

Herramientas

CRM platforms

Support automation

Analytics

AI-enabled support

Descripción del empleo

Welcome to Human Mobile Devices. Here’s a little sneak peek at the company behind the opportunity.

You may know us as the makers of Nokia phones, a legacy we’re proud of. Now, we’re building on that legacy to make HMD a company we can be just as proud to be part of, one that creates products people love and a place where people can do their best work.

At HMD, we believe technology should be designed around people the way they live, work and connect. Over the years, we’ve been behind a number of industry firsts and innovations, and we continue to look at what’s next — often with a fresh perspective on what consumers need. From our teams in India, we’re building purposeful, thoughtfully designed devices and experiences for consumers in India and around the world. What makes the work exciting is the opportunity to turn ideas into something real products and experiences that people use, connect with, and bring into their everyday lives.

Joining HMD means having the opportunity to take ownership, work with talented people and make a visible impact. Whether you’re passionate about technology, product, manufacturing, operations or bringing ideas to market, you’ll be part of a team that’s shaping what comes next.

We’re glad you’re here and maybe, this could be where your next chapter begins.

Location :Gurgaon, India

We are looking for an experienced Customer Support Manager to lead and strengthen our customer support operations. This role will be responsible for delivering a seamless customer experience across channels while driving service quality, operational efficiency and customer satisfaction.

The role requires strong expertise in contact centre operations, partner management, escalations, customer insights and digital support solutions.

Key Responsibilities

• Lead multi-channel customer support operations across voice, email, chat, social media and digital platforms.
• Manage outsourced contact centres and service partners, ensuring adherence to SLAs, KPIs, quality and cost objectives.
• Own customer escalations, establishing effective escalation mechanisms and ensuring timely resolution of critical cases.
• Strengthen Voice of Customer (VoC) mechanisms and translate customer feedback into actionable insights for Product, Marketing, Service and Operations.
• Drive adoption of CRM, automation, AI/chatbots and analytics to enhance customer experience and operational efficiency.
• Monitor and improve key customer experience metrics including CSAT, NPS, First Contact Resolution (FCR), TAT and SLA adherence.
• Partner with cross-functional stakeholders to continuously improve the end-to-end customer journey.

Required Qualifications / Eligibility

• 8 - 12 years of Customer Support / Customer Experience, including 3+ years in a managerial role.
• Experience in mobile handsets, consumer electronics or a similar consumer-facing industry preferred.
• Proven experience managing outsourced contact centres, partners and multi-channel support operations.
• Strong understanding of CSAT, NPS, FCR, SLAs and escalation management.
• Good exposure to CRM platforms, support automation, analytics and AI-enabled customer service solutions.
• Strong communication, analytical, problem-solving and stakeholder-management skills.
• A customer-first mindset with the ability to balance service quality, customer satisfaction and cost efficiency.

Key Success Metrics

• CSAT & NPS: Improve customer satisfaction and advocacy
• First Contact Resolution (FCR): Maximize resolution at the first interaction
• Escalation TAT: Ensure timely resolution of critical customer issues
• SLA & Partner Performance: Drive consistent achievement of service levels and quality KPIs
• Contact Centre Performance: Improve service quality, responsiveness and productivity
• Voice of Customer (VoC): Convert customer insights into actionable improvements
• Digital & Self-Service Adoption: Increase effectiveness of automation and digital support channels
• Cost Efficiency: Optimize support costs while maintaining customer experience