Manager - Customer Support

Job Title: Manager, Customer Support.

Experience : 6-9 Yrs

Location : Bengaluru

Work Mode : Hybrid.

Job Summary:

- We are seeking an experienced Manager, Customer Support to lead and oversee a team of Interface Customer Support Representatives.

- This role requires a hands-on leader who can provide technical and product assistance, handle escalated customer issues, and collaborate with cross-functional teams such as Escalation Specialists, QA, and Product Management.

- You will set the standard for customer service excellence and be responsible for maintaining high levels of customer satisfaction within the team.

Key Responsibilities:

- Establish and lead an offshore support team in Bengaluru, ensuring exceptional customer service and technical support.

- Actively participate in hiring, onboarding, and training new team members, along with ongoing education initiatives for the support team.

- Maintain a visible presence on the support floor (when in the office) and ensure regular communication through various channels.

- Conduct monthly one-on-one sessions with team members and hold team meetings to ensure alignment and performance.

- Monitor team productivity and Quality Check scores to meet established benchmarks.

- Regularly review team members' calls to ensure adherence to quality standards.

- Write and administer performance evaluations at least three times a year.

- Prepare and submit monthly team reports.

- Stay updated on changes in software, technology, and industry trends.

- Perform other duties as assigned by the management team.

Key Performance Outcomes:

- Build and maintain positive, productive relationships within the team.

- Consistently meet project deliverables and deadlines.

- Demonstrate a clear understanding of the company's business objectives and challenges.

- Exhibit behaviors that align with the organization's core values.

Required Skills & Experience:

Education: Bachelor's degree or equivalent work experience in a related field.

Experience:

- Minimum 10 years of total experience, with at least 8 years in customer service, preferably in tech, insurance, or business consulting.

- Proven experience (5+ years) leading a customer support team in a technology-driven environment.

- Familiarity with ITIL principles and their application in support processes.

- Experience managing 24/7 product support (preferably for US clients).

- Technical background enabling a strong understanding of products or services.

- Proven ability to thrive in a fast-paced, results-oriented, and collaborative environment.

- Excellent communication skills with the ability to interact effectively with leadership.

- Knowledge of performance evaluation and customer service metrics.

- Willingness to work flexible hours to accommodate global support needs.

Technical Skills:

- Proficiency in support tools such as Confluence, Slack, and Knowledgebase systems.

- Familiarity with CRM platforms, ticketing systems, and customer service tools.

- ITIL certification (preferred).

Competencies:

- Adaptability: Maintains a positive outlook and responds resourcefully to change and ambiguity.

- Collaboration: Builds and leverages relationships across teams to achieve business results.

- Communication: Possesses strong written and verbal communication skills with excellent executive presence.

- Driving Execution: Tackles problems head-on, addresses barriers to performance, and drives continuous improvement.

- Innovation: Introduces new ideas and methods to improve performance and productivity.

- Time Management: Effectively prioritizes tasks to maximize productivity and meet deadlines.

Why Join Us?

- Opportunity to lead a high-performing team and make a significant impact.

- Work in a dynamic, fast-paced environment that values collaboration and innovation.

- Competitive compensation and growth opportunities.