This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Support based in India.
The Manager, Customer Support will lead customer support teams and oversee service delivery across multiple channels, ensuring consistently high standards of customer satisfaction, responsiveness, and quality. This role combines strategic leadership with hands-on operational management, including team development, performance optimization, and vendor oversight. You will guide supervisors and analysts, establish measurable performance objectives, and use operational insights to improve efficiency and manage costs. Working closely with cross-functional stakeholders, you will address escalated customer concerns and translate customer feedback into meaningful service improvements. The position offers an opportunity to shape support operations within a complex technology environment while fostering accountability, collaboration, and continuous learning. This is a full-time remote role in India, with proximity to a contact center required and approximately 20% travel.
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Accountabilities
You will lead customer support operations across one or more teams or service tiers, ensuring effective processes, strong team performance, and a customer-focused approach.
Team Leadership & Development
Lead and direct customer support teams, including supervisors and analysts, delivering technical and non-technical assistance.
Manage employee performance through coaching, development planning, onboarding, succession planning, compensation decisions, and employee relations.
Foster a high-performance, collaborative environment that encourages accountability, knowledge sharing, and continuous learning.
Build team capabilities and ensure appropriate staffing and operational coverage.
Customer Support Operations
Oversee support delivery across phone, email, web, and in-person channels.
Manage operational processes, procedures, methodologies, documentation, and service delivery standards across assigned support tiers.
Drive operational effectiveness and efficiency while maintaining agreed service quality, responsiveness, and resolution targets.
Oversee the operational and tactical performance of business process outsourcing (BPO) vendors.
Apply industry best practices to improve service quality, productivity, and teamwork while balancing staffing requirements, costs, and customer satisfaction.
Performance Management & Continuous Improvement
Define, monitor, and report on business unit objectives, key performance indicators (KPIs), and performance targets.
Analyze operational results, identify performance gaps, and implement corrective actions to improve outcomes and control costs.
Use dashboards, benchmarks, and operational insights to strengthen team accountability and service consistency.
Manage assigned budgets, review financial variances, and take appropriate corrective action.
Customer Experience & Stakeholder Collaboration
Facilitate the resolution of escalated customer issues and ensure timely, effective follow-up.
Communicate customer needs, concerns, and feedback to management and cross-functional teams.
Collaborate with relevant stakeholders to support strategic planning and ongoing service improvements.
Build consensus and influence decisions across diverse teams to achieve shared customer support objectives.
Requirements
The ideal candidate is an experienced customer support leader with a strong background in contact center operations, people management, performance optimization, and technology-enabled service delivery.
At least 7 years of experience in customer support or the contact center industry.
At least 3 years of experience managing support leaders, supervisors, or account managers.
Demonstrated people leadership experience, including performance management, coaching, succession planning, onboarding, compensation decisions, and employee relations.
Proven ability to…