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Manager - Customer Support

Fresher   Thiruvananthapuram, Kerala   14 Oct, 2025
Good Methods Global Inc
Job LocationThiruvananthapuram, Kerala
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    As a Support Manager, you will play a crucial role in leading a team to meet departmental objectives and service level agreements consistently. Your responsibilities will include:- Setting challenging yet achievable departmental objectives aligned with the larger organizational goals.- Clearly communicating performance expectations to the team, monitoring results, and intervening when necessary.- Monitoring Support metrics to ensure process quality control.- Acting as a Single Point of Contact (SPOC) for all L1 Support activities, including customer issues/escalations.- Ensuring team adherence to defined Standard Operating Procedures (SOPs).- Identifying and driving initiatives to enhance process efficiency and customer satisfaction.- Leading and prioritizing the workload of the Support team.- Following up with customers to ensure timely resolution of product-related issues to their satisfaction.- Maintaining accurate documentation logs of support activities.- Promoting team collaboration, inter-team, and intra-team communication for continuous improvements.Qualifications required for this role include:- Minimum 5 years of experience as a customer support executive with at least 3 years in team management.- Excellent written and verbal communication skills.- Exceptional organizational skills and attention to detail.- Proficiency in Microsoft Office suite (Word & Excel), Google suite.- Experience with Helpdesk/Incident Management tools like Zendesk, Freshdesk, Jira, etc.Please note that the job description is sourced from iimjobs.com.,

Keyskills :
team managementperformance managementcustomer supportprocess efficiencycustomer satisfactiondocumentationcommunication skillsMicrosoft OfficeGoogle suiteHelpdeskIncident ManagementZendeskJiraprocess quality controlStandard Operating Procedur

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