Customer Support Manager

ScrapUncle; Haryana; On-site; INR 700,000 - 1,000,000; Full time

Job summary

ScrapUncle in Gurgaon is seeking a Customer Support Manager to lead the customer support function, ensure top-notch service, and drive issue resolution.

You will mentor a team, manage escalations, coordinate with Operations, Product, Tech, and Finance, and push for process improvements and high customer satisfaction.

Qualifications

• 3–5 years of experience in Customer Service Operations with at least 1-3 years in a leadership role.
• Experience in startups, e-commerce, logistics, mobility, or service-based industries is an added advantage.
• Graduate in any discipline.

Responsibilities

• Lead, mentor, and manage the Customer Support team.
• Handle customer escalations and ensure timely, effective resolutions.
• Negotiate and persuade customers to achieve win-win outcomes while maintaining long-term relationships.
• Drive customer satisfaction, retention, and service excellence.
• Develop and improve SOPs to enhance operational efficiency.
• Analyze customer feedback and implement process improvements.
• Collaborate with Operations, Product, Tech, and Finance teams to resolve complex customer issues.
• Monitor team performance through KPIs and prepare daily, weekly, and monthly MIS reports.
• Build a high-performance, customer-first culture within the team.

Skills

Communication

CRM

Conflict resolution

Leadership

Education

Bachelor's degree

Job description

Below are the roles and responsibilities:

Job Location- Gurgaon

Designation- Customer Support Manager

CTC - 7 LPA- 10LPA

The Customer Support Manager will be responsible for leading and managing the customer support function to ensure exceptional customer experience, timely issue resolution, and high service quality. The role includes overseeing customer escalations, team performance, process improvement, stakeholder coordination, and service delivery.

Key Responsibilities

• Lead, mentor, and manage the Customer Support team.
• Handle customer escalations and ensure timely, effective resolutions.
• Negotiate and persuade customers to achieve win-win outcomes while maintaining long-term relationships.
• Drive customer satisfaction, retention, and service excellence.
• Develop and improve SOPs to enhance operational efficiency.
• Analyze customer feedback and implement process improvements.
• Collaborate with Operations, Product, Tech, and Finance teams to resolve complex customer issues.
• Monitor team performance through KPIs and prepare daily, weekly, and monthly MIS reports.
• Build a high-performance, customer-first culture within the team.

Qualifications & Experience

• Graduate in any discipline.
• 3–5 years of experience in Customer Service Operations with at least 1-3 years of experience in a Leadership role.
• Proven experience in handling customer escalations, team management, process improvement, KPI tracking, and stakeholder coordination in a fast-paced environment.
• Experience in startups, e-commerce, logistics, mobility, or service-based industries will be an added advantage.

Required Skills

• Strong communication, customer relationship management, and conflict-resolution skills.
• Strong knowledge of customer support operations, escalation management, service quality, and customer experience strategies.
• Ability to lead and manage customer support teams, build effective processes, and achieve service and performance targets.
• Proficient in KPI monitoring, MIS reporting, ticket/call management, customer issue resolution, and performance analysis.
• Strong coaching, team management, and problem-solving skills with the ability to drive continuous improvement.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.