Support Manager

Primetrace Technologies Pvt Ltd; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Primetrace Technologies Pvt Ltd is seeking an experienced Support Manager to lead our customer support operations on a full-time, on-site basis. The role requires 24x7 availability and ownership of support metrics, including response times, CSAT, and quality scores.

You will analyze ticketing data to identify trends and performance gaps, drive process improvements, coach agents, and collaborate with product/tech teams to resolve frequent issues.

Qualifications

• Mandatory experience as a Support Manager.
• Proficient with ticketing tools and data reporting.
• WFO role with 24x7 availability and on-call ownership.

Responsibilities

• Lead day-to-day customer support operations (calls, tickets, escalations).
• Own end-to-end support performance metrics (response time, CSAT, quality).
• Analyze ticket data to identify trends and performance gaps.
• Improve processes: SOPs, escalation matrix, coaching and training.
• Share regular performance reports with leadership.
• Handle critical escalations and ensure root-cause fixes.
• Coordinate with product/tech teams to resolve frequent issues.
• Ensure shift planning for round-the-clock support.

Skills

Leadership

Data-driven mindset

Excel reporting

Tools

Freshdesk

Zendesk

Zoho Desk

Job description

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