Customer Support Manager (Live chat & email support)

Job Summary

We are looking for a Customer Support Manager to lead and manage our customer support executive team and ensure timely, effective, and high-quality resolution of customer queries through live chat and email. The ideal candidate should have strong leadership and communication skills, a customer-first approach, and experience managing teams, support operations, and escalations.

Roles & Responsibilities:

• Lead and manage the customer support team and oversee daily support operations.
• Plan and manage rotational shifts, team schedules, shift rosters, and resource allocation to ensure adequate support coverage.
• Handle complex customer issues and escalations, ensuring timely resolution and closure.
• Ensure effective use of CRM, helpdesk, and ticketing systems such as Zendesk, Freshdesk, Intercom, Zoho Desk, etc.
• Collaborate with internal teams to resolve recurring issues and improve customer support processes and workflows.
• Analyse customer feedback and support trends and share actionable insights with relevant teams.
• Identify gaps in existing support processes and suggest improvements to enhance efficiency and customer experience.
• Set performance standards, track key metrics, and implement processes to improve customer satisfaction and service quality.
• Support the interview process by participating in candidate interviews and providing feedback on candidate suitability.

Required Skills & Qualifications

• 4–6+ years of customer support experience, including prior experience in a team-handling/leadership role.
• Strong verbal and written English communication skills.
• Prior experience managing rotational/shift-based teams
• E-commerce, IT, or product support experience is preferred.
• Ability to train, guide, and motivate team members, monitor performance, and provide constructive feedback.
• Customer calling/voice support experience is a plus.
• Hands-on experience with CRM/helpdesk and ticketing platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk, or similar.
• Strong analytical, problem-solving, decision-making, and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to quickly understand product features, workflows, and support processes.