Manager - Customer Support

About the role

We are looking for a Manager – Customer Support with 8+ years of people‑management experience to lead and run product support operations in a fast‑paced environment. This role drives execution through Leads and ensures consistent, high‑quality resolution of customer queries across all channels. You will work closely with the Senior Manager – Customer Experience to align priorities and guarantee consistent delivery across support operations.

Key responsibilities

• Drive overall support operations, ensuring teams deliver timely and accurate resolutions with clear ownership of closure and turnaround time.
• Own and monitor key support metrics such as SLA adherence, turnaround time, backlog control, productivity and resolution quality.
• Analyze customer issue trends and performance data to identify gaps and improve resolution efficiency.
• Maintain a structured operating rhythm with Leads through daily, weekly and monthly check‑ins to strengthen accountability.
• Step in to manage critical or high‑impact issues, translating business expectations into clear execution priorities.
• Oversee queue management, track volume trends and keep SLAs consistently met while controlling backlog.
• Hire, onboard and scale the support team, planning capacity and workload distribution based on volume trends.

Required profile

• 8+ years of people‑management experience in fast‑paced operations, supporting US operations.
• 3+ years managing contact‑center or support operations at a managerial level.
• Proven experience leading 30+ team members with hands‑on performance management.
• Strong exposure to data and reporting tools such as Excel, Google Sheets, SQL, BigQuery and Grafana.
• Experience driving process improvements through data analysis or automation initiatives.
• Demonstrated ability to manage high‑volume, international support environments across US/CA/UK.
• Willingness to work night shifts (≈7‑9 PM IST) and be based in Chennai with at least one office day per week.

Required skills

• Excel
• Google Sheets
• SQL
• BigQuery
• Grafana