Customer Support Manager

Customer Experience / Operations | Full-Time

Role Overview

The Manager - Customer Support is responsible for leading the customer service function to ensure timely, effective resolution of client queries, complaints, and service requests. The role focuses on building a high-performing support team, driving service excellence, and improving customer satisfaction through efficient processes, strong CRM discipline, and cross-functional coordination. Should have strong team management, decision-making, adaptability, strategic thinking, and problem-solving skills.

Responsibilities

Team Leadership and Service Delivery

• Lead, coach, and manage the customer support team to ensure consistent, high-quality service across all customer touchpoints (phone, email, chat, in-branch/walk-in, as applicable).
• Define, monitor, and enforce SLAs/TATs for query and complaint resolution, ensuring adherence across the team.
• Conduct regular performance reviews, call/interaction audits, and coaching sessions to improve team capability and service quality.
• Plan staffing, shift scheduling, and workload distribution to ensure adequate coverage and response times.

Complaint Escalation Management

• Own end-to-end resolution of escalated, sensitive, or complex customer complaints, including those linked to transactions, documentation, or account issues.
• Establish a structured escalation matrix and ensure timely closure with root-cause analysis for recurring issues.
• Liaise with product, operations, credit, and relationship management teams to resolve cross-functional customer issues.
• Ensure complaints are handled in line with regulatory requirements (e.g., RBI Banking Ombudsman guidelines, internal grievance redressal policy).

Customer Experience Process Improvement

• Track and analyze CSAT, NPS, and complaint trend data to identify service gaps and recommend improvements.
• Design and implement process enhancements to reduce complaint volume, improve first-contact resolution, and streamline customer journeys.
• Partner with product and technology teams to improve self-service options and digital support channels.
• Drive initiatives to enhance customer retention and loyalty through proactive service interventions.

Compliance, Reporting Governance

• Ensure all customer interactions comply with KYC, AML, data privacy, and internal compliance standards.
• Maintain CRM systems with accurate logging, categorization, and tracking of customer interactions and complaint status.
• Prepare and present MIS reports and dashboards on team performance, complaint trends, and customer satisfaction metrics to senior management.
• Support internal and regulatory audits related to customer service and grievance redressal processes.

Training Development

• Develop and deliver training programs on product knowledge, communication skills, compliance requirements, and service standards for the support team.
• Build a knowledge base/FAQ repository to improve consistency and speed of query resolution.
• Foster a customer-centric culture within the team through regular engagement and recognition programs.

Required Qualifications

• Bachelors degree in any discipline, MBA or equivalent preferred.
• 5-8+ years of experience in customer service/support, with at least 2-3 years in a team management or supervisory role, preferably in banking, financial services, or BFSI.
• Strong understanding of grievance redressal frameworks and regulatory guidelines (RBI/SEBI as applicable).
• Proficiency in CRM and ticketing systems (e.g., CRM NEXT, Salesforce, Zendesk, or equivalent) and core banking platforms (Finacle, Flexcube) if applicable.
• Excellent communication, conflict resolution, and stakeholder management skills.
• Strong analytical skills with the ability to translate data into actionable service improvements.

Key Competencies

• Team Leadership People Management
• Customer Relationship Escalation Management
• Complaint Root-Cause Analysis Process Improvement
• CRM Management MIS Reporting
• Regulatory Compliance Awareness
• Communication Conflict Resolution
• Training Development