Job Description

Location - Pune/ Coimbatore / Delhi. The JD of the candidate we are looking for is : The Customer Support Manager will be responsible for managing post-sales support operations for the Consumer PC segment. This role involves coordinating with retailers, distributors, authorized service providers (ASPs), and end customers to ensure high-quality support, prompt issue resolution, and strong customer satisfaction (CSAT). The ideal candidate should have experience in technical support, vendor management, and customer relationship management in a consumer tech environment. Experience preferred: 5 to 8 years of experience in customer support or service operations, preferably in the consumer electronics or PC industry. Experience in handling partner/vendor management, escalation handling, and customer satisfaction initiatives. Familiarity with CRM tools, ticketing systems, and field service platforms. Key Responsibilities: Customer Issue Resolution: Lead the resolution of service-related issues for end customers, ensuring timely and satisfactory closure. Partner & Retailer Coordination: Act as the key support liaison for retailers, distributors, and channel partners for service-related queries and escalations. ¢ Vendor & ASP Management: Manage and review performance of authorized service providers, drive improvements in TAT (Turnaround Time), FTR (First Time Resolution), and customer satisfaction. ¢ Process Improvement: Identify gaps in current support processes and work cross-functionally to implement improvements. ¢ Team Management: Supervise and coach regional or zonal support executives or contract staff handling front-line customer and partner communication. ¢ Reporting & Analysis : Track and report on key service KPIs such as CSAT, NPS, backlog aging, repeat calls, etc., and suggest corrective actions. ¢ Escalation Handling: Manage high-severity customer escalations and work with internal teams (Tech support, Logistics, WH, etc.) for resolution. ¢ Training & Enablement: Conduct regular training sessions for retail and partner staff to ensure they are updated on support processes and tools. ¢ Compliance: Ensure all support activities follow internal compliance, warranty guidelines, and consumer protection laws. Key Skills: ¢ Excellent communication and interpersonal skills ¢ Strong problem-solving and decision-making abilities ¢ Analytical mindset with proficiency in MS Excel, PowerPoint, and data tools ¢ Ability to multitask, work under pressure, and manage diverse stakeholders ¢ Customer-centric approach with a strong focus on service quality Field support experience