Customer Support Manager

ANSITINDIA; Surat; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ANS IT India Pvt. Ltd. in Surat is seeking a Customer Support Manager to lead the support desk, ensuring every customer query and issue is resolved quickly, professionally and within SLA.

You will manage the support team, own response and resolution standards, and drive customer satisfaction across all support channels through process improvements and strong coaching.

Qualifications

• 5–8 years in customer support with team leadership.
• Experience owning response and resolution SLAs.
• Strong communication and de-escalation skills.

Responsibilities

• Lead the customer support team and manage daily operations.
• Own response and resolution SLAs across all channels.
• Manage escalations and ensure timely resolutions.
• Monitor support metrics: response time, resolution time, CSAT.
• 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.
• Provide leadership in a busy support desk environment.
• Maintain process design and knowledge-management capabilities.
• Demonstrate excellent communication and de-escalation skills.
• Proficient with CRM/ticketing systems.

Skills

Team leadership

SLA management

CRM / ticketing systems

Tools

CRM software

Job description

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.

Experience Required

5–8 years in customer support, with experience leading a support team.

Key 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.
• 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

About Company

Founded in 2011, ANS IT India Pvt. Ltd. has evolved from a vehicle tracking pioneer into a comprehensive technology ecosystem powering connected operations, intelligent mobility, smart infrastructure and data-driven decisions across India. We serve enterprises, fleet operators and government bodies through our PROTECTED™, OPTIMISED™ and CONNECTED™ platforms — spanning GPS telematics, IoT monitoring, fuel intelligence, video telematics, AIS-140 compliance and smart city solutions.