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Open nowPosted 18 days ago

Customer Support Manager

MADHUS GARAGE EQUIPMENT11 open roles

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Your applicationOpen nowCustomer Support ManagerMADHUS GARAGE EQUIPMENT · na

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 18 days ago

The posting

Job Description: Customer Support Manager

Job Title: Customer Support Manager

Location: Bangalore

Employment Type: Full-Time

About the Role

We are looking for an experienced and customer-focused Customer Support Manager to lead our customer support team and ensure a consistently high level of service. The ideal candidate will be responsible for managing day-to-day support operations, improving customer satisfaction, coaching team members, and developing processes that enable efficient and scalable customer support.

Key Responsibilities

  • Lead, manage, and mentor the customer support team to achieve service and performance targets.
  • Monitor daily support operations across email, chat, phone, social media, and other customer channels.
  • Establish and track key support metrics such as CSAT, NPS, response time, resolution time, SLA adherence, ticket backlog, and first-contact resolution.
  • Develop and implement customer support processes, policies, SOPs, and escalation procedures.
  • Handle complex or high-priority customer issues and ensure timely resolution.
  • Coach team members through regular one-on-ones, performance reviews, training, and feedback sessions.
  • Identify recurring customer issues and work with Product, Technology, Sales, and Operations teams to resolve root causes.
  • Analyze customer feedback and support data to identify trends and opportunities for improvement.
  • Prepare regular reports and dashboards on support performance and customer experience.
  • Manage workforce planning, team schedules, and support coverage to meet business requirements.
  • Ensure the team maintains a professional, empathetic, and customer-first approach in every interaction.
  • Build and maintain a knowledge base, FAQs, troubleshooting guides, and internal support documentation.
  • Continuously identify opportunities to improve automation, self-service, and overall support efficiency.
  • Ensure compliance with company policies and data privacy/security requirements.

Required Qualifications

  • Bachelor’s degree in business administration, Communications, Management, or a related field.
  • 5–10 years of experience in customer support/customer service, with at least 2 years in a team-lead or managerial role.
  • Strong experience managing and developing customer support teams.
  • Excellent verbal and written communication skills.
  • Strong problem-solving, analytical, and decision-making abilities.
  • Experience working with CRM/helpdesk platforms.
  • Strong understanding of customer support KPIs and SLA management.
  • Ability to manage escalations and difficult customer situations effectively.
  • Strong organizational and time-management skills.
  • Proficiency with MS Office/Google Workspace and reporting tools.

Preferred Skills

  • Experience in a fast-paced startup or high-growth environment.
  • Experience managing remote or distributed support teams.
  • Knowledge of customer experience (CX) best practices.
  • Experience with support automation, AI chatbots, and self-service solutions.
  • Strong data analysis and reporting skills.
  • Experience collaborating with cross-functional teams.

Key Performance Indicators (KPIs)

  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • First Response Time (FRT)
  • Average Resolution Time (ART)
  • First Contact Resolution (FCR)
  • SLA Compliance
  • Ticket Backlog
  • Customer Retention
  • Team Productivity and Quality Scores
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