Customer Support Manager

Ascon Softech India; Kolkata District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Gintaa is seeking an Assistant Manager Customer Support to lead end-to-end support operations across calls, chat, email and other channels. You will oversee SLA adherence, manage escalations, and drive performance improvements with a cross-functional team.

You will also ensure restaurant menus on the Gintaa app are accurate, complete, and aligned with partner information, delivering a seamless ordering experience for customers and partners alike.

Qualifications

• 6–8+ years in Customer Support, CX, or related operations.
• Experience managing or supervising a support/operations team.
• Exposure to restaurant or delivery marketplace is a plus.
• Graduate in any discipline.

Responsibilities

• Own end-to-end customer support operations across channels.
• Oversee restaurant menu management within the app.
• Lead and mentor the support team; monitor KPIs and SLAs.
• Handle escalations and root-cause analysis with cross-functional teams.
• Drive process improvement and SOP development.

Skills

Leadership

Stakeholder management

Customer obsession

Communication skills

Data analysis

Problem solving

Team building

Attention to detail

Education

Graduate in any discipline

Tools

CRM software

Ticketing systems

MS Excel/Google Sheets

Job description

About Gintaa

At Gintaa, were redefining how Indians order food. With our focus on affordability, exclusive restaurant partnerships, and hyperlocal logistics, we aim to scale across Indias Tier 1 and Tier 2 cities. Were backed by a mission-driven team and expanding rapidly nows the time to join the core tech leadership and build something impactful from the ground up.

Role Overview

The Assistant Manager Customer Support will be responsible for the end-to-end management of customer support operations, including team performance, escalations, SLA adherence, quality, reporting, restaurant menu management, process improvement, and cross-functional coordination.

The role will also be responsible for ensuring that restaurant menus displayed on the Gintaa app are accurate, updated, complete, and aligned with information provided by restaurant partners, helping ensure a smooth ordering experience for customers.

Key Responsibilities

Customer Support Operations

• Own and manage day-to-day customer support operations across calls, chat, email, and other support channels.
• Ensure customer queries, complaints, refunds, order-related issues, and escalations are resolved within defined SLAs.
• Monitor ticket volumes, response and resolution times, backlog, ageing, and overall support performance.
• Ensure adequate manpower planning, shift management, workload allocation, and support coverage.
• Establish strong operational discipline across the customer support function.

Restaurant Menu Management

• Own and oversee the restaurant menu management process within the Gintaa app.
• Ensure restaurant menus are accurately created, uploaded, updated, and maintained on the platform.
• Coordinate with restaurant partners and internal teams for menu updates, additions, deletions, and corrections.
• Ensure accuracy of item names, descriptions, categories, pricing, variants/add-ons, availability, and other menu information provided by restaurants.
• Manage menu-related requests and ensure updates are completed within defined turnaround times.
• Conduct periodic menu audits to identify incorrect, outdated, duplicate, or incomplete information.
• Ensure temporarily or permanently unavailable items are appropriately updated based on information received from restaurant partners.
• Track and resolve menu-related customer complaints, including incorrect pricing, unavailable items, missing items, and discrepancies between restaurant information and the app.
• Maintain appropriate processes and quality checks to minimise menu-related errors that could impact orders or customer experience.
• Monitor menu update volumes, accuracy, pending requests, and turnaround times.
• Work with Product and Technology teams to identify opportunities to make menu creation and management more efficient and scalable.

Team Leadership & Performance Management

• Lead, mentor, and develop the customer support team to consistently deliver high-quality customer experiences.
• Define and monitor individual and team KPIs, productivity, quality, and SLA performance.
• Conduct regular performance reviews, coaching sessions, and feedback discussions.
• Identify training requirements across customer support and restaurant menu management processes.
• Build a culture of accountability, customer obsession, ownership, and continuous improvement.

Escalation & Complaint Management

• Own critical and high-priority customer escalations and ensure timely closure.
• Establish and manage an effective escalation matrix across functions.
• Conduct root-cause analysis of recurring complaints and identify systemic issues impacting customers.
• Coordinate with relevant internal stakeholders for resolution of complex cases.
• Reduce repeat complaints through corrective and preventive actions.

Customer Experience & Process Improvement

• Identify customer journey gaps and recommend solutions to improve the overall experience.
• Analyse Voice of Customer (VoC), CSAT, complaint trends, menu-related issues, and support interactions to generate actionable insights.
• Drive initiatives to reduce customer effort, repeat contacts, escalations, and resolution time.
• Identify opportunities for process automation, self-service, FAQs, chatbots, and knowledge management.
• Develop and continuously improve SOPs, workflows, response templates, menu management processes, escalation processes, and support policies.

Cross-functional & Restaurant Partner Coordination

• Work closely with Restaurant Operations, Product, Technology, Finance, Marketing, and other relevant teams to resolve customer and restaurant-related issues.
• Coordinate with restaurant partners regarding menu corrections, pricing updates, availability, and other operational requirements.
• Represent customer and restaurant support requirements in internal discussions.
• Highlight recurring product, menu, payment, order, or operational issues to relevant stakeholders.
• Partner with Product and Technology teams to improve customer-facing, restaurant-facing, and support workflows.

Reporting & Governance

• Prepare and review daily, weekly, and monthly customer support and menu management dashboards/MIS.
• Monitor operational and customer experience metrics.
• Conduct regular reviews of support performance, menu accuracy, escalations, complaint categories, and root causes.
• Present key customer insights, operational challenges, and improvement initiatives to management.
• Ensure adherence to internal processes, customer service standards, and defined SLAs

Key Performance Indicators

The role will be measured against metrics including:

• Customer Satisfaction (CSAT)
• SLA adherence
• First Response Time (FRT)
• Average Resolution Time (ART)
• First Contact Resolution (FCR)
• Ticket backlog and ageing
• Escalation and repeat contact rates
• Quality scores
• Team productivity
• Complaint reduction
• Menu accuracy
• Menu update turnaround time
• Pending menu update requests
• Menu-related complaint/error rate
• Restaurant partner issue-resolution turnaround time
• Overall operational efficiency

Skills & Competencies

• Strong leadership and people-management capabilities.
• Excellent verbal and written communication skills.
• Strong customer and restaurant partner orientation.
• Ability to handle complex and sensitive escalations.
• Strong problem-solving and root-cause analysis capabilities.
• Understanding of customer support operations, SLAs, quality, and workforce management.
• Ability to manage high-volume operational activities requiring accuracy and attention to detail.
• Data-driven approach with strong analytical and reporting capabilities.
• Strong stakeholder and restaurant partner management skills.
• Hands-on experience with CRM/ticketing platforms and customer support tools.
• Strong working knowledge of MS Excel/Google Sheets.

Candidate Profile

• 6-8+ years of experience in Customer Support, Customer Experience, Customer Service Operations, Restaurant Operations, or related functions.
• At least 46 years of experience managing or supervising a customer support/operations team.
• Proven experience managing customer escalations, SLAs, support quality, and team performance.
• Experience in food delivery, food-tech, e-commerce, quick commerce, marketplace, consumer internet, or technology-driven businesses is strongly preferred.
• Prior exposure to restaurant menu/catalogue management, restaurant operations, merchant support, or catalogue operations will be a strong advantage.
• Experience coordinating directly with restaurant/merchant partners and cross-functional teams.
• Demonstrated experience in process improvement and customer experience initiatives.
• Graduate in any discipline; postgraduate qualification will be an advantage.

What Were Looking For

We are looking for an operations-focused customer support leader who combines customer empathy, people leadership, attention to detail, and strong execution.

The successful candidate should be comfortable taking end-to-end ownership across customer support, restaurant menu management, escalations, team performance, SLAs, restaurant coordination, and process improvement.

The individual will play an important role in ensuring that customers receive reliable support while restaurant information and menus on the Gintaa app remain accurate and up to date, contributing to a seamless ordering experience.