Customer Support Manager

Job Description

Job Title: Customer Support Manager Location: [Add Location] Experience Required: Minimum 3 years in Customer Support (BPO) + 1 year in Team Handling Industry: BPO / Customer Service Shift: [Mention if its US Shift / Rotational / Day] Salary: [Add Salary Range if applicable] Job Description We are seeking an experienced and dynamic Customer Support Manager to lead and manage our support team. The ideal candidate should have a minimum of 3 years of experience in customer support, with at least 1 year of proven team management experience, preferably in a BPO environment . You should be highly skilled in decision-making , possess excellent Excel proficiency , and have a strong understanding of either the US or Indian market . This role requires someone who can drive customer satisfaction, manage performance metrics, and improve support processes. Key Responsibilities Lead, mentor, and manage a team of customer support executives. Monitor team performance and ensure KPIs/SLAs are consistently met. Handle escalations and provide effective resolutions promptly. Generate and analyze reports using Excel for performance and quality tracking. Implement strategies for process improvement and efficiency. Coordinate with cross-functional teams to address customer concerns. Ensure high standards of customer satisfaction and service delivery. Provide training, coaching, and feedback to team members. Maintain up-to-date knowledge of the US or Indian market trends and customer expectations. Requirements Minimum 3 years of experience in customer support, preferably in a BPO setup. At least 1 year of experience in team handling or supervisory role. Strong decision-making and problem-solving skills. Excellent command over Excel (pivot tables, VLOOKUP, dashboards, etc.). Knowledge of the US or Indian market is a must. Excellent communication and interpersonal skills. Ability to work under pressure and handle multiple tasks. Preferred Qualifications: Bachelor’s degree in any discipline. Familiarity with CRM tools and ticketing systems. Experience in handling international customers is a plus. How to Apply: Send your updated resume to [hr@tronadoit.in] or +919599383886 with the subject “Application – Customer Support Manager”