Support Manager

Job Title: Support Manager

Location: Noida

Key Responsibilities:
 Team Management: Lead and mentor a team of customer support representatives, ensuring they provide high-quality support and meet performance targets.
 Customer Service Excellence: Develop and implement strategies to enhance customer satisfaction, ensuring quick resolution of issues and maintaining a high level of service.
 Process Improvement: Identify and implement process improvements to increase efficiency and effectiveness in support operations.
 Performance Monitoring: Track and analyze key performance metrics (e.g., response times, resolution rates, customer satisfaction scores) to ensure team goals are met.
 Training and Development: Design and deliver training programs to ensure the support team is equipped with the necessary skills and knowledge.
 Escalation Management: Handle escalated customer issues, ensuring they are resolved in a timely and satisfactory manner.
 Collaboration: Work closely with other departments (e.g., product, sales, and marketing) to address customer feedback and improve the overall customer experience.
 Reporting: Prepare regular reports on support activities and present findings to senior management.
 Technology Utilization: Oversee the use of support tools and technologies (e.g., CRM systems, helpdesk software) to streamline operations and enhance customer interactions.
 Budget Management: Manage the support departments budget, ensuring resources are allocated effectively.

Qualifications:
 Bachelors degree in Business, Communications, or a related field.
 Proven experience in customer support, with at least 2-3 years in a managerial role.
 Strong leadership and team management skills.
 Excellent communication and interpersonal skills.
 Analytical skills with the ability to interpret data and make data-driven decisions.
 Proficiency in support tools and CRM systems.
 Ability to handle stressful situations and manage conflicts effectively.

Job Type: Full-time

Work Location: In person,