Customer Support Manager

TaxGullak; Kolkata District; Hybrid; INR 600,000 - 800,000; Full time

Job summary

TaxGullak in Kolkata, West Bengal, India seeks a Customer Support Manager to lead our support operations across emails, calls, and chat. You will implement SOPs, drive timely responses, and collaborate with Product and Tech to escalate and resolve issues, ensuring a consistent, empathetic customer experience.

The role prioritizes mentorship, data-driven improvements, and strong communication to enhance loyalty and satisfaction across all channels.

Qualifications

• Bachelor's degree (preferred: B.Com, MBA, or M.Com).
• 1+ years of relevant experience in Customer Support.
• Strong understanding of Direct and Indirect Taxes and SaaS platforms.
• Excellent communication skills required.
• Proficiency in CRM systems, MS Excel, and Google Sheets.
• Demonstrated problem-solving abilities and a customer-centric mindset.
• Proven ability to mentor teams, ensuring professional growth.

Responsibilities

• Manage and enhance customer support across emails, calls, and chat platforms to provide a seamless and positive experience.
• Ensure timely and effective responses to customer queries, minimizing delays and maintaining high service standards.
• Analyze recurring issues, customer feedback, and support data to identify and implement process improvements.
• Build trust and foster strong relationships with customers by ensuring transparent, empathetic, and consistent communication via email and other channels.
• Implement SOPs for email formatting, tone, and structure to maintain professional standards.
• Implement SOPs for email formatting, tone, and structure to maintain professionalism and consistency in communication.
• Ensure proper escalation of unresolved issues via email, collaborating with internal teams like Product and Tech to close tickets efficiently.

Skills

Customer support leadership

Excellent communication

Problem solving

Customer-centric mindset

Education

Bachelor's degree

MBA preferred

Tools

CRM systems

MS Excel

Google Sheets

Job description

Customer Support Manager

Kolkata, West Bengal, India

Job Type

Full Time

Workspace

Hybrid

About the Role

We are seeking a dedicated Customer Support Manager to lead and manage our customer support operations, focusing on delivering seamless support via emails, calls, and chat, and ensure every customer interaction is handled efficiently and professionally, fostering satisfaction and loyalty.

• Manage and enhance customer support across emails, calls, and chat platforms to provide a seamless and positive experience
• Ensure timely and effective responses to customer queries, minimizing delays and maintaining high service standards.
• Analyze recurring issues, customer feedback, and support data to identify and implement process improvements.
• Build trust and foster strong relationships with customers by ensuring transparent, empathetic, and consistent communication via email and other channels.
• Implement SOPs for email formatting, tone, and structure to maintain professional
• Implement SOPs for email formatting, tone, and structure to maintain professionalismand consistency in communication.
• Ensure proper escalation of unresolved issues via email, collaborating with internal teams like Product and Tech to close tickets efficiently.

Requirements

• Bachelor s degree (preferred: B.Com, MBA, or M.Com).
• 1+ years of relevant experience in Customer Support.
• Strong understanding of Direct and Indirect Taxes and SaaS platforms.
• Excellent communication skills required.
• Proficiency in tools like CRM systems, MS Excel, and Google Sheets for data management and reporting.
• Demonstrated problem-solving abilities and a customer-centric mindset.
• Proven ability to manage and mentor teams, ensuring professional growth and high

About the Company

We are dedicated to providing exceptional services and products that meet the needs of our customers. Our mission is to deliver quality and innovation while fostering a positive environment for our team and community.

Our Mission
To empower individuals and businesses through our innovative solutions and unwavering commitment to excellence.

Our Vision
To be a leader in our industry, recognized for our integrity, creativity, and customer-centric approach.

Our Values
Integrity: We uphold the highest standards of honesty and transparency.
Innovation: We embrace change and continually seek new ways to improve.
Customer Satisfaction: Our customers are at the heart of everything we do.
Teamwork: We believe in the power of collaboration and support.
Community: We are committed to giving back and making a positive impact.

Our Team
Our team is composed of dedicated professionals with diverse backgrounds and expertise. Together, we strive to achieve our goals and exceed expectations.