Customer Support Manager

• Lead and manage the Customer Support team to deliver high-quality and timely customer service.
• Develop and implement customer support processes, SOPs, and service standards.
• Monitor customer queries, complaints, escalations, and ensure timely resolution.
• Establish and track SLA, TAT, CSAT, response time, resolution time, and other support KPIs.
• Handle critical and high-priority customer escalations and ensure effective resolution.
• Identify recurring customer issues and work with Product, Technology, Operations, Sales, and other teams to resolve root causes.
• Develop a strong customer feedback mechanism and share actionable insights with internal stakeholders.
• Conduct regular performance reviews, coaching, and training for the support team.
• Ensure effective utilization of CRM and customer support tools for tracking customer interactions and resolutions.
• Prepare and present regular MIS and performance reports to management.
• Identify opportunities to automate repetitive support processes and improve operational efficiency.
• Establish and maintain a knowledge base, FAQs, support scripts, and standard response templates.
• Ensure adherence to company policies, data security standards, and applicable regulatory requirements.
• Drive continuous improvement initiatives to enhance customer satisfaction and retention.

• Lead, mentor, and develop the customer support team.
• Define individual and team-level KPIs.
• Conduct regular performance reviews and provide constructive feedback.
• Identify training and development requirements.
• Build a culture of ownership, accountability, responsiveness, and customer-centricity.

• Bachelor s degree in any discipline; MBA or relevant professional qualification is an added advantage.
• 5-8 years of experience in Customer Support, Customer Success, Client Servicing, or Customer Experience.
• Minimum 2-3 years of experience managing a customer support team.
• Strong experience in handling escalations and managing customer-facing operations.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and stakeholder-management skills.
• Ability to work in a fast-paced and high-growth environment.
• Strong understanding of CRM and customer support platforms.
• Experience in managing support MIS and operational dashboards.

• FinTech
• NBFC
• Banking
• BFSI
• SaaS
• Technology
• Lending / Financial Services
• Receivables / Collections

• Customer Support Management
• Customer Experience
• Customer Success
• Team Management
• Escalation Management
• SLA & TAT Management
• CSAT & Customer Retention
• CRM Tools
• Process Development & SOPs
• MIS & Reporting
• Root Cause Analysis
• Stakeholder Management
• Problem Solving
• Process Automation
• People Management

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• Turnaround Time (TAT)
• First Contact Resolution (FCR)
• Resolution Rate
• SLA Adherence
• Escalation Rate
• Customer Retention
• Team Productivity
• Quality Scores

Required Skills