Customer Support Manager

JobTrade; Hyderabad; On-site; INR 500,000 - 800,000; Full time

Job summary

JobTrade in Hyderabad, India, is hiring a Customer Support Manager to lead a four-member team, handle calls, chats, and field visits, and train staff on the job. The role focuses on empathetic customer handling and timely problem resolution.

You will document issues using standard tools, monitor performance, and collaborate with internal teams to improve the support experience. A personal laptop is required.

Qualifications

• Excellent communication in English, Telugu and Hindi.
• Strong typing and customer-handling skills.
• Familiarity with MS Excel, Odoo and ticketing systems.
• Prior customer support experience preferred but not mandatory.
• Ability to manage a small support team effectively.

Responsibilities

• Manage and supervise a customer support team of 4 members.
• Handle customer interactions through calls, chats, and field visits.
• Conduct and support on-field training for team members.
• Understand customer concerns and provide appropriate solutions.
• Maintain professionalism, patience and empathy in customer interactions.
• Record and track customer issues using basic software and support tools.
• Monitor customer complaints and ensure timely resolution.
• Escalate complex issues to the relevant department.
• Coordinate with internal teams to ensure smooth support experience.
• Monitor team performance and provide guidance as required.

Skills

Multilingual communication

Typing speed

Customer handling

Problem solving

Interpersonal skills

Team management

Tools

MS Excel

Odoo

Ticketing systems

Job description

Job Role: Customer Support Manager

• Manage and supervise a customer support team of 4 members.
• Handle customer interactions through calls, chats, and field visits.
• Conduct and support on-field training for team members.
• Understand customer concerns and provide appropriate solutions.
• Maintain professionalism, patience, and empathy while handling customers.
• Record and track customer issues using basic software and support tools.
• Monitor customer complaints and ensure timely resolution.
• Escalate complex or unresolved issues to the relevant department.
• Coordinate with internal teams to ensure a smooth customer support experience.
• Monitor team performance and provide guidance wherever required.

Requirements

• Good communication skills in English, Telugu, and Hindi.
• Good typing and customer-handling skills.
• Familiarity with MS Excel, Odoo, ticketing systems, and common software/tools.
• Prior experience in customer support is preferred but not mandatory.
• Ability to manage a small support team effectively.
• Good problem-solving and interpersonal skills.
• Must have a personal laptop.