Job Description: Customer Support Manager Job Title: Customer Support Manager Location: Bangalore Employment Type: Full-Time About the Role We are looking for an experienced and customer-focused Customer Support Manager to lead our customer support team and ensure a consistently high level of service. The ideal candidate will be responsible for managing day-to-day support operations, improving customer satisfaction, coaching team members, and developing processes that enable efficient and scalable customer support. Key Responsibilities • Lead, manage, and mentor the customer support team to achieve service and performance targets. • Monitor daily support operations across email, chat, phone, social media, and other customer channels. • Establish and track key support metrics such as CSAT, NPS, response time, resolution time, SLA adherence, ticket backlog, and first-contact resolution. • Develop and implement customer support processes, policies, SOPs, and escalation procedures. • Handle complex or high-priority customer issues and ensure timely resolution. • Coach team members through regular one-on-ones, performance reviews, training, and feedback sessions. • Identify recurring customer issues and work with Product, Technology, Sales, and Operations teams to resolve root causes. • Analyze customer feedback and support data to identify trends and opportunities for improvement. • Prepare regular reports and dashboards on support performance and customer experience. • Manage workforce planning, team schedules, and support coverage to meet business requirements. • Ensure the team maintains a professional, empathetic, and customer-first approach in every interaction. • Build and maintain a knowledge base, FAQs, troubleshooting guides, and internal support documentation. • Continuously identify opportunities to improve automation, self-service, and overall support efficiency. • Ensure compliance with company policies and data privacy/security requirements. Required Qualifications • Bachelor’s degree in business administration, Communications, Management, or a related field. • 5–10 years of experience in customer support/customer service, with at least 2 years in a team-lead or managerial role. • Strong experience managing and developing customer support teams. • Excellent verbal and written communication skills. • Strong problem-solving, analytical, and decision-making abilities. • Experience working with CRM/helpdesk platforms. • Strong understanding of customer support KPIs and SLA management. • Ability to manage escalations and difficult customer situations effectively. • Strong organizational and time-management skills. • Proficiency with MS Office/Google Workspace and reporting tools. Preferred Skills • Experience in a fast-paced startup or high-growth environment. • Experience managing remote or distributed support teams. • Knowledge of customer experience (CX) best practices. • Experience with support automation, AI chatbots, and self-service solutions. • Strong data analysis and reporting skills. • Experience collaborating with cross-functional teams. Key Performance Indicators (KPIs) • Customer Satisfaction (CSAT) • Net Promoter Score (NPS) • First Response Time (FRT) • Average Resolution Time (ART) • First Contact Resolution (FCR) • SLA Compliance • Ticket Backlog • Customer Retention • Team Productivity and Quality Scores