Customer Support Manager

Lenskart; Gurugram District; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Lenskart is seeking an experienced Head of Customer Support to oversee operations across channels in India. You will lead, coach, and scale a high-performing team while aligning with product and sales to drive customer success.

Applicants should bring 8–10 years in customer support operations and 5+ years in a management role, with a proven track record of building effective teams and improving service metrics.

Qualifications

• At least 8-10 years of experience in customer support or customer service operations.
• 5+ years in a management or supervisory role.
• Proven track record of managing high-performing customer support teams.

Responsibilities

• Lead and supervise the customer support team across multiple channels.
• Develop and manage team schedules for peak and off-peak coverage.
• Monitor KPIs to ensure targets for response time, resolution, and CSAT.
• Identify areas for process optimization and implement improvements.
• Standardize processes and create playbooks to streamline workflows.
• Implement tools to improve productivity and automate repetitive tasks.
• Establish and enforce quality assurance standards.
• Oversee training and development of staff with ongoing coaching.
• Perform regular performance evaluations and provide feedback.
• Analyze support metrics and report trends to senior leadership.
• Collaborate with product, marketing, and sales; resolve cross-functional issues.
• Assist in implementing new systems or tools.
• Handle escalations and act as point of contact for critical issues.
• Manage budgets and forecasts for department.
• Contribute to long-term strategic planning for CX.

Skills

Leadership

People management

Problem solving

Conflict resolution

Data-driven decisions

Analytical mindset

Communication skills

Time management

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

CRM systems

Job description

1. Operational Oversight:

• a. Manage and supervise the customer support team, ensuring consistent and high-quality customer service across multiple channels (e.g., phone, email, live chat, social media).
• b. Develop and maintain team schedules to ensure proper coverage during peak and off-peak hours.
• c. Monitor team performance and KPIs (e.g., response time, resolution time, customer satisfaction) to ensure targets are met.

2. Process Improvement & Efficiency:

• a. Identify areas for process optimization and implement improvements to enhance the overall customer experience.
• b. Work with the team to standardize processes and create playbooks to streamline support workflows.
• c. Implement tools and technologies to improve team productivity and automate repetitive tasks where possible.

3. Quality Assurance & Training:

• a. Ensure high-quality customer interactions by establishing, monitoring, and enforcing quality assurance standards.
• b. Oversee the training and development of customer support staff, providing ongoing coaching and mentoring to improve their skills and performance.
• c. Conduct regular performance evaluations, offering constructive feedback to support staff.

4. Data Analytics & Reporting:

• a. Analyze customer support metrics and reports to identify trends, pain points, and opportunities for improvement.
• b. Provide regular reports on team performance, customer satisfaction, and operational effectiveness to senior leadership.
• c. Use data to make informed decisions and drive continuous improvement in service delivery.

5. Cross-functional Collaboration:

• a. Collaborate with other departments (e.g., product, marketing, sales) to ensure alignment on customer needs and feedback.
• b. Work closely with the IT or engineering teams to resolve any technical issues impacting customer support operations.
• c. Assist in the implementation of new systems or tools that enhance customer support.

6. Customer Escalation Management:

• a. Handle complex or high-priority customer escalations and ensure they are resolved in a timely manner.
• b. Act as a point of contact for critical customer issues, working to resolve them to the customers satisfaction.

7. Resource & Budget Management:

• a. Manage departmental budgets and resources effectively, ensuring optimal allocation to support team needs.
• b. Forecast customer support demands and plan for seasonal or unforeseen fluctuations in volume.

8. Strategic Planning:

• a. Contribute to the development of long-term strategies for improving the customer experience and support operations.
• b. Stay up-to-date with industry best practices and emerging trends in customer support and apply these to the company's operations.

9. Experience:

• a. At least 8-10 years of experience in customer support or customer service operations.
• b. 5+ years of experience in a management or supervisory role.
• c. Proven track record of managing high-performing customer support teams.

10. Skills:

• a. Strong leadership and people management abilities.
• b. Excellent problem-solving and conflict resolution skills.
• c. Analytical mindset with the ability to interpret data and make data-driven decisions.
• d. Proficiency in customer support software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and CRM systems.
• e. Excellent communication skills, both verbal and written.
• f. Strong organizational and time-management skills.