Manager - Customer Support
Hybrid · Chennai, Tamil Nadu, India
Job Summary
Manager – Customer Support leads and runs product support operations, driving execution through Leads to ensure timely, high-quality resolution of customer queries across all channels. Partners with Senior Manager – Customer Experience to align priorities, manage day-to-day operations, and maintain delivery standards. Owns hiring, onboarding, capacity planning, and scaling of the support team; collaborates with Product, Billing, and Development to unblock issues; applies AI, tools, and automation to improve workflows, turnarounds, and resolution efficiency; steers metrics like SLA adherence, backlog, and quality; guides Leads through an operating rhythm and escalation paths; requires 8+ years people-management experience in fast-paced US operations, 3+ years managing contact center or support operations at a managerial level, 30+ direct/indirect reports, and willingness to work night shifts from IST; based in Chennai with weekly office presence and hybrid remote arrangements.
Required Qualifications
- 8+ years of experience in people management within fast-paced operations
- 3+ years of experience managing contact center or support operations at a managerial level
- Proven experience managing 30+ team members with performance management, reviews, and appraisals
- Strong exposure to data and reporting tools such as Excel, Google Sheets, SQL, BigQuery, Grafana, and similar analytics platforms
- Experience in driving process improvements through data analysis or automation initiatives in support operations
- Demonstrated experience in managing stakeholders and running international support operations across the US/CA/UK regions
- Demonstrated ability to manage high-volume support environments with a strong focus on resolution and closure
- Experience working closely with leadership teams and driving execution through multiple layers
- High ownership mindset with strong bias for action and delivery
- Ability to quickly understand processes and ramp up with minimal handholding
- Experience leveraging AI/tools to improve efficiency, reporting, or workflows
- Strong communication skills with the ability to drive clarity and alignment
- Willingness to work night shifts aligned to global operations (starting ~7 – 9 PM IST)
- Must be based in Chennai and available to work from the office once a week or more as required
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