Customer Support Manager

This role is for one of the Weekday's clientsSalary range: Rs 500000 - Rs 700000 (ie INR 5-7 LPA)Min Experience: 4 yearsLocation: MumbaiJobType: full-timeWe're looking for an experienced and customer-obsessed Customer Support Manager to lead and elevate our customer service operations. You will oversee a multi-channel support team, optimize processes, and ensure every interaction reflects excellence and care.RequirementsKey Responsibilities Lead and manage the customer support team across channels — email, chat, phone, and social media. Develop and implement standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery. Monitor and analyze key KPIs such as First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT), and Net Promoter Score (NPS). Handle escalated issues with empathy, ensuring timely and effective resolutions. Collaborate with internal teams to address feedback, enhance service quality, and improve customer experience. Train, coach, and mentor team members to maintain high performance and service excellence. Manage and optimize support tools and platforms to streamline workflows and improve team productivity. Qualifications 7-8 years of experience in customer support, with at least 2 years in a managerial or leadership role. Experience in D2C or e-commerce environments preferred. Strong communication, leadership, and problem-solving abilities. Proficiency with CRM/helpdesk tools such as Zendesk or Freshdesk. Ability to thrive in a fast-paced, high-growth environment while managing multiple priorities. SkillsCustomer Support | Customer Service | Customer Experience | Customer Satisfaction | CRM Tools | Team Leadership | Process Optimization