Customer Support Operations Manager

GIVA; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

GIVA in Bengaluru is seeking a driven Manager – Customer Support Operations to lead and strengthen our customer support function. You will own end-to-end operations, drive CX outcomes, manage stakeholders, and champion continuous process improvement with a bias for action.

The ideal candidate has 5–8+ years in customer support/operations, strong analytics, and experience with automation to deliver pragmatic improvements that raise satisfaction and reduce effort.

Responsibilities

• Own end-to-end customer support operations and ensure delivery against business and customer experience goals.
• Drive operational efficiency, productivity, quality, and adherence across support teams.
• Establish strong governance mechanisms to monitor team performance and operational KPIs.
• Identify operational gaps and proactively implement corrective and preventive actions.
• Leverage automation opportunities to streamline workflows and partner with product, tech, and operations teams to design and implement support automations, process enhancements, and system improvements.
• Analytics: build and interpret dashboards, reports, and insights to drive informed decisions.

Job description

We are looking for a highly driven and analytical Manager – Customer Support Operations to lead and strengthen our customer support function. This role will be responsible for driving operational

excellence, customer experience outcomes, stakeholder management, and continuous process

improvement across support operations.

The ideal candidate should bring a strong understanding of customer support operations, automation opportunities, performance management, data-driven decision making, and customer experience metrics, while demonstrating a strong bias for action and ownership mindset.

Key Responsibilities

Operations & Performance Management

Own end-to-end customer support operations and ensure delivery against business and customer experience goals.

Drive operational efficiency, productivity, quality, and adherence across support teams.

Establish strong governance mechanisms to monitor team performance and operational KPIs.

Identify operational gaps and proactively implement corrective and preventive actions.

Customer Experience Excellence

Aggressively drive and improve key CX metrics including CSAT, NPS, Resolution TAT, FCR, Productivity, and Quality scores.

Continuously analyze customer pain points and translate insights into actionable improvements.

Ensure customer-centric decision making while balancing operational efficiency and business priorities.

Champion initiatives focused on improving customer satisfaction and reducing customer effort.

Automation & Process Improvement

Leverage automation opportunities to streamline workflows, reduce manual effort, and Partner with product, tech, and operations teams to design and implement support automations, process enhancements, and system improvements.

Drive continuous improvement initiatives through data analysis, process optimization, and structured problem-solving.

Analytics & Decision Making

Demonstrate a strong analytical approach towards problem solving, root cause analysis, and performance management.

Build and interpret dashboards, reports, and operational insights to drive informed decision making.

Use data to identify trends, risks, improvement opportunities, and business impact areas.

Stakeholder Management & Cross Functional Collaboration

Build strong working relationships with stakeholders across Product, Technology, Retail, Logistics, Marketing, and Business teams.

Act as a key bridge between customer support operations and internal functions to ensure timely issue resolution and process alignment.

Influence stakeholders through data-backed insights and operational recommendations.

Lead, coach, and develop support teams to build a high-performance, accountability-driven culture.

Drive performance management, capability building, and succession planning within the team.

Foster a culture of ownership, customer obsession, collaboration, and continuous learning.

Ideal Candidate Profile

5–8+ years of experience in Customer Support / Customer Experience / Operations Management.

Strong understanding of customer support ecosystems, operational metrics, and service excellence frameworks.

Hands-on experience with automation, workflow optimization, and CX tools/platforms.

Strong analytical mindset with experience in data-driven decision making and problem solving.

Demonstrated ability to drive performance in fast-paced, high-growth environments.

Excellent stakeholder management, communication, and influencing skills.

Strong ownership mindset with a clear bias to action and execution focus.