Description
We are seeking an experienced and proactive Support Manager to lead our support team in Hyderabad. The ideal candidate will have strong leadership skills, excellent problem-solving abilities, and a customer-centric approach to ensure smooth operations of customer support services. You will manage day-to-day support functions, improve processes, and work to deliver top-notch service to clients.
Key Responsibilities
Team Management:
- Lead, coach, and mentor a team of customer support specialists and engineers.
- Ensure timely and efficient resolution of customer issues.
- Conduct performance evaluations, set goals, and drive performance improvements.
- Operational Excellence:
- Oversee daily support operations, including managing ticketing systems, monitoring KPIs, and enforcing SLAs.
- Ensure proper handling of customer inquiries, complaints, and escalations.
- Implement and optimize processes to improve service quality and efficiency.
- Monitor real-time customer issues to identify trends and resolve recurring problems.
Customer Satisfaction:
- Maintain high levels of customer satisfaction through continuous monitoring of customer feedback.
- Work with product and engineering teams to ensure effective issue resolution and product improvements.
- Manage escalations and provide timely resolutions for high-priority customer issues.
Reporting & Metrics:
- Prepare and present regular reports on support team performance, customer issues, and other relevant metrics to senior management.
- Analyze key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Forecast and manage the team’s workload and capacity planning.
Collaboration:
- Coordinate with cross-functional teams (product, engineering, sales) to streamline customer support processes.
- Provide insights on customer pain points to drive product improvement initiatives.
- Collaborate with global support teams to ensure consistency and alignment in support strategies.
Training & Development:
- Develop and implement training programs for support team members to enhance their skills.
- Stay up-to-date on product knowledge and ensure the team is informed about new product updates and features.
Key Qualifications
- Education: Bachelor’s degree in Business, IT, Engineering, or a related field.
- Experience:
- 5+ years of experience in a customer support/technical support role, with at least 2 years in a leadership or management position.
- Proven experience managing a team in a fast-paced, customer-centric environment.
Skills:
- Strong leadership and team management skills.
- Excellent communication, both written and verbal.
- Proficiency in support management tools (Zendesk, Freshdesk, JIRA, etc.).
- Strong analytical and problem-solving skills.
- Ability to work under pressure and handle escalations effectively.
- Experience with cloud products, SaaS solutions, or technical troubleshooting is a plus.
Personal Attributes
- Strong customer empathy and commitment to service excellence.
- Collaborative mindset and ability to work in cross-functional teams.
- High level of emotional intelligence and interpersonal skills.
- Ability to prioritize tasks in a dynamic environment.
Preferred
- Experience in handling global customers and working in different time zones.
- Knowledge of technical support in software, IT, or telecom sectors.
