General Manager Customer Support

Pathfinder Business Analysis; Singanallur; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Pathfinder Business Analysis is seeking an experienced General Manager Customer Support to lead our US B2C voice operations from Coimbatore, Tamil Nadu. The role requires guiding large teams, driving customer satisfaction, and delivering strategic initiatives aligned with business goals.

The successful candidate will have 20+ years in customer support with at least 5+ years in a senior leadership role, strong stakeholder management, and a track record in US voice operations.

Qualifications

• Proven leadership in customer support or contact centre management.
• Extensive experience with US voice BPO operations and large teams.
• Strong analytical and stakeholder management capabilities.

Responsibilities

• Lead and manage the US B2C Customer Support function from Coimbatore.
• Define and execute strategies for customer experience and performance.
• Mentor managers and supervisors across the customer support teams.
• Own KPIs: CSAT, NPS, FCR, AHT, SLA, quality and productivity.
• Drive a customer-first culture and handle critical escalations.
• Collaborate with Quality, Training, HR, IT and Operations to improve performance.
• Manage relationships with US clients and conduct business reviews.
• Use data to identify trends and root causes for continuous improvement.
• Develop leadership pipeline and focus on engagement and retention.

Skills

Customer Support Leadership

US Voice Operations

Stakeholder Management

Data-Driven Decisions

Job description

General Manager Customer Support | US Voice Process

Location: Coimbatore, Tamil Nadu
Process: US B2C Voice
Experience: 20+ Years in Customer Support, including 5+ Years in Senior Leadership
Shift: Night Shift US Business Hours
Employment Type: Full-time

About the Role

We are looking for an experienced and dynamic General Manager Customer Support to lead our US B2C voice customer support operations from Coimbatore.

The ideal candidate will be a proven customer service leader with 20+ years of experience, including 5+ years in a senior leadership role, with strong expertise in managing US voice operations, large teams, customer experience, operational performance, and stakeholder relationships.

Key Responsibilities

• Lead and manage the overall US B2C Customer Support function, ensuring operational excellence and exceptional customer experience.
• Develop and execute customer support strategies aligned with business goals and growth plans.
• Lead and mentor Managers, Team Leaders, Supervisors, and customer-facing teams.
• Own key performance metrics including CSAT, NPS, FCR, AHT, Service Level, Quality, Productivity, SLA, and Customer Retention.
• Drive a strong customer-first culture, focusing on satisfaction, loyalty, retention, and effective issue resolution.
• Manage critical customer escalations and ensure timely and effective resolution.
• Build scalable processes, improve customer journeys, and identify opportunities for automation and operational efficiency.
• Partner with Quality, Training, HR, Technology, Operations, and other functions to continuously improve performance.
• Manage relationships with US-based clients and stakeholders and participate in business reviews.
• Use data and customer insights to identify trends, address root causes, and drive continuous improvement.
• Build a strong leadership pipeline and ensure employee engagement, development, and retention.

What Were Looking For

• 20+ years of experience in Customer Support / Contact Centre / BPO Operations.
• 5+ years of experience in a Senior Leadership role such as General Manager, Head of Operations, Senior Operations Manager, or equivalent.
• Strong experience managing US Voice / B2C customer support operations.
• Proven experience managing large teams and multiple levels of leadership.
• Strong understanding of customer experience, contact-centre KPIs, SLA management, quality, productivity, and workforce management.
• Excellent communication, stakeholder management, analytical, and problem-solving skills.
• Strong customer-centric and commercial mindset.
• Willingness to work in a night-shift environment aligned with US business hours.
• Prior experience in US Property Tax, Mortgage, Real Estate, Financial Services, Insurance, or other US-focused B2C businesses will be an advantage.

Key Leadership Competencies

Strategic Leadership | Customer Experience | US Voice Operations | People Leadership | Performance Management | Client Management | Escalation Management | Process Improvement | Data-Driven Decision Making