Associate Manager 2- CSD

Bengaluru

Key Responsibilities

Manage and supervise the customer support team.
Establish and monitor customer service standards, KPIs, and SLAs.
Handle escalated customer issues and ensure timely resolution.
Recruit, train, mentor, and evaluate support team members.
Analyze customer feedback and identify opportunities for service improvement.
Develop and implement support processes, workflows, and best practices.
Monitor team performance through metrics such as CSAT, NPS, response time, and resolution time.
Collaborate with sales, product, operations, and other departments to resolve customer concerns.
Prepare regular reports on support performance and customer trends.
Ensure compliance with company policies and customer service guidelines.

Required Qualifications

Bachelor's degree in Business Administration, Management, Communications, or a related field.
5+ years of experience in customer service/support, with at least 2 years in a leadership role.
Strong leadership, coaching, and team management skills.
Excellent communication and conflict-resolution abilities.
Experience with CRM and customer support platforms (e.g., Salesforce, Zendesk, Freshdesk, HubSpot).
Strong analytical and problem-solving skills.
Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

Experience in the relevant industry (e-commerce, SaaS, retail, healthcare, etc.).
Knowledge of customer experience (CX) strategies.
Certification in customer service or customer experience management is a plus.

Key Performance Indicators (KPIs)

Skills

Name *

Email *

Phone *

How many years of experience do you have into Customer Support? *

How many years of team management experience do you carry? *

Are you fluent in Kannada? *

Yes

Are you fluent in Tamil? *

Yes

What is your current CTC? *

What is your expected CTC? *

Are you currently residing or willing to move to Bengaluru? *

Currently residing

Willing to move

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