Senior Manager/Lead - Customer Support

Key Responsibilities :

Customer Experience Strategy & Execution

- Build and scale the end-to-end customer experience journey across all touchpoints (voice, chat, email, social, etc.).

- Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates.

- Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement.

Customer Support Operations

- Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk).

- Drive efficiency in ticket handling, escalation management, and root-cause analysis.

- Establish internal feedback loops to continually improve the customer experience.

Revenue Enablement

- Design and implement processes for cross-selling and upselling during customer support interactions.

- Train the CX team to identify revenue opportunities while maintaining a service-first mindset.

- Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.

Leadership & Team Development

- Hire, mentor, and manage a high-performing support team aligned with business goals and customer values.

- Foster a culture of empathy, ownership, and performance excellence within the CX function.

Customer Advocacy & VOC

- Act as the voice of the customer internally by synthesizing feedback into actionable insights.

- Drive initiatives to reduce churn, increase loyalty, and boost referral engagement.

Cross-Functional Collaboration

- Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps.

- Support campaigns and launches with seamless CX planning and execution.