Support Manager

Primetrace Technologies; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Primetrace Technologies in Bengaluru, India, is seeking an experienced Support Manager to lead our customer support operations in a full-time, work-from-office role with 24x7 availability ownership.

You will drive end-to-end support metrics, coach the team, analyze ticket data for trends, improve SOPs, and coordinate with product and tech to resolve frequent issues, ensuring round-the-clock coverage.

Qualifications

• Prior experience as a Support Manager (mandatory).
• Must be hands-on with ticketing tools and data reporting.
• WFO role.
• 24x7 role - must be available and reachable round the clock; weekend coverage, and on-call ownership (most important requirement)
• Proven track record of improving support metrics and processes proactively, not just maintaining status quo.
• Strong people management, coaching, and escalation-handling skills.
• Data-driven mindset with good Excel/reporting skills.

Responsibilities

• Lead day-to-day operations of the customer support team (calls, tickets, escalations, Refund etc.).
• Own end-to-end support performance - response time (AHT/FRT), CSAT, and quality scores.
• Analyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gaps.
• Take initiative to improve the entire support process - SOPs, escalation matrix, agent coaching, and training.
• Build and share regular performance reports and insights with leadership.
• Handle critical escalations and ensure timely closure with root-cause fixes.
• Coordinate with product/tech teams to resolve frequent issues.
• Ensure shift planning and coverage for round-the-clock support operations.

Skills

People management

Coaching

Escalation handling

Data-driven mindset

Tools

Freshdesk

Zendesk

Zoho Desk

Job description

Job Description - Support Manager

Role Summary

We are looking for an experienced Support Manager to lead our customer support operations. This is a full-time, work-from-office role requiring 24x7 availability ownership.

Key Responsibilities

• Lead and manage the day-to-day operations of the customer support team (calls, tickets, escalations, Refund etc.)
• Own end-to-end support performance - response time (AHT/FRT), CSAT, and quality scores
• Analyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gaps
• Take initiative to improve the entire support process - SOPs, escalation matrix, agent coaching, and training
• Build and share regular performance reports and insights with leadership
• Handle critical escalations and ensure timely closure with root-cause fixes
• Coordinate with product/tech teams to resolve frequent issues
• Ensure shift planning and coverage for round-the-clock support operations

Requirements

• Prior experience as a Support Manager (mandatory)
• Strong hands-on understanding of ticketing tools and their data/reporting (Freshdesk, Zendesk, Zoho Desk, or similar) - must
• Work From Office role
• 24x7 role - must be available and reachable round the clock; weekend coverage, and on-call ownership (most important requirement)
• Proven track record of improving support metrics and processes proactively, not just maintaining status quo
• Strong people management, coaching, and escalation-handling skills
• Data-driven mindset with good Excel/reporting skills