Associate Customer Support Manager

Roles and Responsibilities :

• Manage and own operational performance, including SLAs, quality, compliance, and utilization.
• Manage and own team attrition while motivating the team to exceed SLAs.
• Set goals for the performance period and track performance against annual goals.
• Coach and mentor the team on client-specific processes.
• Provide training and development guidance to the team.
• Establish and manage strong relationships with key stakeholders.
• Understand client business requirements, propose and negotiate technical solutions, and ensure the successful delivery of solutions.
• Translate client business requirements for the internal technical team and ensure that the product/service is delivered to the client as per the agreed requirements and timelines.
• Facilitate the transfer of best practices and drive continuous improvement processes within the team.

Job Requirements :

• 5-9 years of experience in IT services & consulting industry with expertise in customer support or technical support.
• Strong leadership skills in a client-facing environment
• Bachelor’s degree required; a master’s degree in Business or Operations preferred
• Proficient in MS Excel, Word, and PowerPoint
• Strong teamwork, problem-solving, organizational, and process improvement skills
• Experienced team leader skilled in people development, coaching, and motivation
• Excellent communication and client management skills.