Manager – Customer Support Operations

Location: Bengaluru, Karnataka

Department: Customer Support

Company: GIVA

About the Role

We are looking for a highly driven and analytical Manager – Customer Support Operations to lead and strengthen our customer support function. This role will be responsible for driving operational

excellence, customer experience outcomes, stakeholder management, and continuous process

improvement across support operations.

The ideal candidate should bring a strong understanding of customer support operations, automation opportunities, performance management, data-driven decision making, and customer experience metrics, while demonstrating a strong bias for action and ownership mindset.

Key Responsibilities

Operations & Performance Management

Own end-to-end customer support operations and ensure delivery against business and

customer experience goals.

Drive operational efficiency, productivity, quality, and adherence across support teams.

Establish strong governance mechanisms to monitor team performance and operational

KPIs.

Identify operational gaps and proactively implement corrective and preventive actions.

Customer Experience Excellence

Aggressively drive and improve key CX metrics including CSAT, NPS, Resolution TAT, FCR,

Productivity, and Quality scores.

Continuously analyze customer pain points and translate insights into actionable

improvements.

Ensure customer-centric decision making while balancing operational efficiency and

business priorities.

Champion initiatives focused on improving customer satisfaction and reducing customer

effort.

Automation & Process Improvement

Leverage automation opportunities to streamline workflows, reduce manual effort, and

improve scalability.

Partner with product, tech, and operations teams to design and implement support

automations, process enhancements, and system improvements.

Drive continuous improvement initiatives through data analysis, process optimization,

and structured problem-solving.

Analytics & Decision Making

Demonstrate a strong analytical approach towards problem solving, root cause analysis,

and performance management.

Build and interpret dashboards, reports, and operational insights to drive informed

decision making.

Use data to identify trends, risks, improvement opportunities, and business impact areas.

Stakeholder Management & Cross Functional Collaboration

Build strong working relationships with stakeholders across Product, Technology, Retail,

Logistics, Marketing, and Business teams.

Act as a key bridge between customer support operations and internal functions to

ensure timely issue resolution and process alignment.

Influence stakeholders through data-backed insights and operational recommendations.

People Leadership & Team Development

Lead, coach, and develop support teams to build a high-performance,

accountability-driven culture.

Drive performance management, capability building, and succession planning within the

team.

Foster a culture of ownership, customer obsession, collaboration, and continuous

learning.

Ideal Candidate Profile

5–8+ years of experience in Customer Support / Customer Experience / Operations

Management.

Strong understanding of customer support ecosystems, operational metrics, and service

excellence frameworks.

Hands-on experience with automation, workflow optimization, and CX tools/platforms.

Strong analytical mindset with experience in data-driven decision making and problem

solving.

Demonstrated ability to drive performance in fast-paced, high-growth environments.

Excellent stakeholder management, communication, and influencing skills.

Strong ownership mindset with a clear bias to action and execution focus.

Customer Support Operations Manager