Customer Support Manager

HMD Mobile India; Gurugram District; On-site; INR 350,000 - 600,000; Full time

Job summary

HMD Mobile India in Gurugram seeks an experienced senior leader to head customer support across voice, email, chat and social channels. You will manage outsourced centers, drive SLA/KPI adherence and own critical escalations to ensure timely resolutions.

You will champion Voice of Customer programs, push CRM, automation and AI-driven solutions, and collaborate with Product, Marketing, and Operations to continuously improve the end-to-end customer journey while balancing cost efficiency and

Qualifications

• 8–12 years in Customer Support/Customer Experience including managerial role
• Experience in mobile handsets, consumer electronics or similar consumer-facing industry preferred
• Proven experience managing outsourced contact centres and multi-channel operations
• Strong understanding of CSAT, NPS, FCR, SLAs and escalation management
• Exposure to CRM, automation, analytics and AI-enabled customer service solutions
• Excellent communication, analytical and stakeholder-management skills
• Customer-first mindset balancing service quality, satisfaction and cost

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, FCR, TAT and SLA adherence.
• Partner with cross-functional stakeholders to continuously improve the end-to-end customer journey.

Skills

Communication

Analytical skills

Problem solving

Stakeholder management

Tools

CRM platforms

Automation

Analytics

AI/chatbots

Job description

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