Job Description
Role: Manager - Customer Support
Location: Pune
Work Mode: 5 Days from office
Shift timing: 4:30 AM IST
Must have team handling experience.
Job Summary
The Manager is responsible for delivering exceptional customer outcomes by driving SLA/KPI performance, improving customer satisfaction, and ensuring efficient service delivery. The role oversees end-to-end operations across functions such as Customer Care, Order Management, and Collections, balancing service quality, cost, and productivity.
Key responsibilities include leading and developing teams, managing workforce planning, driving operational performance, resolving escalations, and fostering a customer-first culture. The Manager uses data-driven insights to improve processes, lead change initiatives, and ensure compliance with policies and procedures.