TA
Assistant Manager – US Customer Support
Talent Aspire · Chandigarh · onsite · Posted 48d ago
Not disclosed10–15 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
- Supervise day-to-day operations of the US customer support team.
- Ensure timely and effective resolution of customer inquiries via email, chat, and phone.
- Act as the point of escalation for critical or complex customer issues.
- Monitor team performance through KPIs and service metrics (AHT, CSAT, FCR, etc.).
- Coordinate with cross-functional teams (product, tech, QA, sales) to resolve customer queries and enhance satisfaction.
- Conduct regular team training, quality audits, and performance reviews.
- Ensure documentation, SOPs, and helpdesk resources are up to date.
- Provide daily/weekly/monthly reports on team performance and customer feedback.
- Collaborate with US-based stakeholders and internal leadership for strategic initiatives.
- Required Skills & Qualifications:
- Bachelors degree in any discipline (preferred: Business Administration, IT, or related field).
- 46 years of total experience, with at least 12 years in a supervisory/lead role in international (US) customer support.
- Excellent written and verbal English communication skills.
- Strong problem-solving ability and customer-first mindset.
- Hands-on experience with CRM/helpdesk tools (e.g., Zendesk, Freshdesk, Jira, Salesforce).
- Ability to manage and mentor a team effectively.
- Comfortable working night shifts aligned with US time zones.
- Nice to Have:
- Experience in FinTech, SaaS, or enterprise software domain.
- Knowledge of escalation management, SLAs, and workflow automation.
- Exposure to tools like Confluence, Google Suite, MS Office.
Sourced from foundit
Skills
CSATfreshdeskSOPszendeskFCRJira AtlassiansalesforceAht