Customer Support Manager

ANS IT India; Surat; Vor Ort; INR 600.000 - 900.000; Vollzeit

Zusammenfassung

ANS IT India is seeking a Customer Support Manager to lead the support desk, ensuring every customer query is resolved quickly, professionally and within SLA. You will manage the team, own response standards, and drive customer satisfaction across all support channels.

In this role you will supervise daily operations, manage escalations, monitor metrics, and build knowledge bases. You will collaborate with service and technical teams, train staff, and continuously improve processes to deliver

Qualifikationen

• Experience leading a support desk and managing a team.
• Strong discipline in SLA, escalation, and CSAT.
• Ability to design processes and manage knowledge bases.
• Excellent communication and de-escalation skills.

Aufgaben

• Lead the customer support team and manage daily support operations and rosters.
• Own response and resolution SLAs across all support channels.
• Manage escalations and ensure timely resolution of complex issues.
• Monitor support metrics - response time, resolution time and customer satisfaction.
• Build and maintain support processes, knowledge base and FAQs.
• Coordinate with service and technical teams for issue resolution.
• Train and develop support executives on products and service standards.

Kenntnisse

People management

SLA & CSAT discipline

CRM/ticketing systems

Process design & knowledge management

Jobbeschreibung

Job Summary

The Customer Support Manager leads the support desk - ensuring every customer query and issue is resolved quickly, professionally and within SLA. This role manages the support team, owns response and resolution standards, and drives customer satisfaction across all support channels.

Responsibilities

• Lead the customer support team and manage daily support operations and rosters.
• Own response and resolution SLAs across all support channels.
• Manage escalations and ensure timely resolution of complex issues.
• Monitor support metrics - response time, resolution time and customer satisfaction.
• Build and maintain support processes, knowledge base and FAQs.
• Coordinate with service and technical teams for issue resolution.
• Train and develop support executives on products and service standards.

Key Result Areas

• Support SLA compliance (response and resolution)
• Customer satisfaction (CSAT)
• Escalation management
• Support-team productivity and development
• Process and knowledge-base maintenance

Requirements

• Support-desk leadership and team-management experience
• Strong SLA, escalation and CSAT discipline
• Process design and knowledge-management ability
• Excellent communication and de-escalation skills
• Comfort with CRM/ticketing systems