About the role:
The Customer Support Assistant Manager will support the Customer Support Manager in overseeing daily operations, managing team performance, and ensuring excellent customer service delivery. This role involves handling escalations, improving processes, and driving team efficiency to meet service-level objectives.
What you will do:
- Assist in managing day-to-day customer support operations
- Supervise and support a team of customer support executives
- Handle customer escalations and ensure timely resolution
- Monitor team performance, productivity, and quality metrics (SLAs, CSAT, TAT)
- Conduct regular coaching, feedback, and training sessions for team members
- Ensure adherence to company policies, processes, and customer service standards
- Coordinate with internal teams (Operations, Product, Tech, QA) to resolve issues
- Prepare and share daily, weekly, and monthly performance reports
- Identify process gaps and recommend improvements for better customer experience
- Support hiring, onboarding, and performance management activities
What you will need:
- Bachelor's degree in any discipline
- 410 years of experience in Customer Support, with at least 12 years in a supervisory or team lead role
- Strong knowledge of customer support processes and escalation management
- Excellent communication (verbal & written) and interpersonal skills
- Ability to manage teams, multitask, and work under pressure
- Good analytical and problem-solving skills
- Proficiency in MS Excel, CRM tools, and ticketing systems
- Flexible to work in shifts.
