Manager - Customer Support

Role: Manager - Customer Support

Location: Pune

Work Mode: 5 Days from office

Shift timing: Should be open for any shift

Must have team handling experience.

Job Summary

The Manager is responsible for delivering exceptional customer outcomes by driving SLA/KPI performance, improving customer satisfaction, and ensuring efficient service delivery. The role oversees end-to-end operations across functions such as Customer Care, Order Management, and Collections, balancing service quality, cost, and productivity.

Key responsibilities include leading and developing teams, managing workforce planning, driving operational performance, resolving escalations, and fostering a customer-first culture. The Manager uses data-driven insights to improve processes, lead change initiatives, and ensure compliance with policies and procedures.

Working closely with cross-functional stakeholders, the role drives continuous improvement, operational excellence, and strategic execution while managing risks, costs, and customer impact. Decisions made in this position influence departmental performance and business outcomes over a planning horizon of up to one year.

Experience & Qualifications

7+ years leading managers and experience leading remote teams in KPI/SLA-driven environments.

Demonstrated subject matter expertise across related operational and customer disciplines; recognized for strategic impact and judgment.

Strong communication skills, including executive-level communication and storytelling with data.

Change leadership and continuous improvement experience (lean/six sigma, automation, knowledge management).