Job Description

Job Summary : We are seeking a highly skilled and experienced Customer Support Manager to oversee our customer support operations. The ideal candidate will have strong knowledge of E-Invoice and E-Waybill processes and validations, as well as experience in managing a support team and achieving company SLAs. The Customer Support Manager will be responsible for handling client queries and scenarios, managing a team of support staff, and ensuring timely resolution of customer issues. Responsibilities : 1. Develop and maintain a thorough understanding of E-Invoice and E-Way bill processes and validations. 2. Handle and resolve client queries and scenarios effectively and efficiently. 3. Manage and lead a support team of at least 8 people, providing guidance, coaching, and support as needed. 4. Work collaboratively with the team to achieve company SLAs and performance metrics. 5. Handle and manage client pressure situations with professionalism and tact. 6. Demonstrate strong communication and interpersonal skills, both verbal and written. 7. Provide guidance and direction to the team to ensure tasks are completed on time and in accordance with SLAs. 8. Utilize experience in task management and tracking to effectively prioritize and allocate resources. 9. Manage high workloads and crisis situations effectively, ensuring that customer support operations continue to run smoothly. 10. Monitor and evaluate team performance, providing feedback and implementing improvements as necessary. Qualifications : 1. Bachelor's degree in a relevant field (Business, Management, or related discipline). 2. Minimum of 4 years of experience in a customer support or client-facing role, with demonstrated knowledge of Einvoice and Eway bill processes. 3. Proven experience in managing a support team of at least 8 people. 4. Strong understanding of customer support best practices and processes. 5. Excellent communication skills, both verbal and written, with the ability to communicate effectively with clients and internal stakeholders. 6. Demonstrated ability to work under pressure and manage high workloads, especially during crisis situations. 7. Proficiency in task management tools and software. 8. Strong leadership skills, with the ability to motivate and inspire team members to achieve their goals. 9. Ability to work independently and collaboratively within a team environment. 10. Flexibility and adaptability to changing priorities and business needs.