Customer Success Manager

Job Title:

Location:

Department: Customer Experience / Client Relations

Employment Type: Full-Time

Experience: 5+ years

About the Role :

We are seeking an experienced and result-oriented Customer Support Manager to lead our support operations in Gurugram. The ideal candidate will be responsible for overseeing customer support processes, ensuring high service quality, and building a customer-first culture across the organization.

This role requires a strategic thinker with strong leadership capabilities, attention to detail, and a deep understanding of customer service best practices.

Key Responsibilities

• Lead and manage the daily operations of the customer support team to ensure service excellence
• Monitor support channels (calls, emails, chat) and ensure timely and accurate resolution of queries
• Handle complex or escalated customer issues with professionalism and efficiency
• Recruit, train, and mentor customer support executives to build a high-performing team
• Coordinate with cross-functional departments (Sales, Operations, Technology) to resolve client issues
• Maintain detailed reports on team performance, customer feedback, and improvement initiatives
• Drive process improvements through automation and SOP standardisation
• Foster a culture of accountability, responsiveness, and continuous improvement within the team

Required Qualifications & Skills

• Bachelor’s degree in any discipline (MBA or related post-graduate qualification is a plus)
• 5+ years of experience in customer support or service delivery, with at least 1–2 years in a managerial role
• Excellent verbal and written communication skills in English and Hindi
• Proficiency in CRM and support tools (e.g., Zoho Desk, Salesforce)
• Strong leadership, organisational, and decision-making skills
• Customer-focused mindset with a proactive approach to problem-solving
• Ability to manage pressure in a fast-paced, high-volume support environment

What We Offer

• A performance-driven, collaborative work culture
• Opportunities for leadership and professional growth
• Competitive compensation with performance-linked incentives
• Exposure to cross-functional business operations and strategic projects
• A chance to make a measurable impact on customer satisfaction and brand loyalty