7,208 Customer Support Manager jobs in India

Who We Are:

Investis Digital is a global digital communications company. We combine effective storytelling with innovative digital approaches to help businesses communicate clearly and authentically with any audience. Using performance marketing and corporate communications, we craft a seamless presence for our clients, positively influencing the awareness, affinity, and action of the people that matter most. Founded in 2000, we have more than 2,000 global clients supported by 500 staff. We’re headquartered in London and have offices across Europe, North America, and Asia-Pacific.

Job Description:

Responsibilities:

• Client communication
• Taking end to end ownership of Client requests.
• Picking up the requests, acknowledging to clients, doing the
updates as required, QAing them, making them live and once
live replying back to the clients.
• Coordination between internal team members.
• Develop proactive and effective relationships with your
clients to improve management of their websites.
• Communicate with clients on requests as required.
• Working collectively with other DCMs in Baroda and London.
• Be a point of contact at Investis’ office in Baroda, India for
client queries.
• Deliver client requests with quality and on time.
• Adhering to ISMS 27001, QMS 9001 and GDPR policy &
procedure

What we Provide:

We're a welcoming bunch where ideas are valued.

Everyone is actively encouraged to develop their careers.

We are committed to helping you grow, professionally and personally.

Our benefits include: -29 paid holidays a year-Family Insurance Plan- Regular Wellness Sessions-Regular Rewards & Recognition, CSR, Cultural and sporting events.

Roles and Responsibilities :

• Error analysis in process flows within the involved IT system landscape of customers
• creating evaluations of data from databases, processing and aggregating evaluations
• customer communication in person on site, by telephone, e-mail and ticket systems
• receiving and describing solutions to feature and change requests together with customers and processing them for the respective development departments
• bug handling and evaluation, assignment to responsible teams, status control
• documentation of bug fixing
• analysis of system landscapes, requirements analyses/descriptions and definition of rules and standards prior to installations to be carried out at the customer's premises
• contribution to release management, deployment and test management, support in installation preparations and implementations
• creating and OS-testing installation manuals
• carrying out remote installations/updates and installations/updates on site
• preparation and implementation of administration training (within the scope of 2nd level support by our customers)
• system monitoring and on-call services
• adherence to the time schedules set by the Team Lead and report to the Team Lead
• representation of the company towards customers
• coordination of resources in own subdivision
• monitoring the timely achievement of the tasks assigned to the subdivision
• supporting the employees in the subdivision with assigned tasks
• training and induction of new colleagues in the ITS area

1. Linux-based system administration
2. Network level configuration for cloud-deployed distributed application environment, containerized and orchestrated using Kubernetes and VMware setup.  
3. HA setup, cluster setup and DC-DR setup
4. Knowledge of Ansible, Shell scripting, Prometheus, Grafana , Kafka.
5. Experience of Git.
6. Knowledge of PostgreSQL, Oracle RDBMS

Cuculus is the key to providing utilities to all, while protecting the world’s precious resources. Jointly with our international partner network, we provide cutting-edge software and technology solutions to address utility challenges now and in the future. Cuculus will never tire of creating innovative technology and services that enable utilities and organisations to successfully transition to a new era of providing and managing electricity, water, and gas. The work we do is important for individuals, cities, and entire nations. Our work is serious, but we have fun with it, too.  

      

Customer Support Manager Location: Hyderabad, India Employment Type: Full-Time; Salaried Compensation: Base Salary, Bonus, Benefits Job Description  About Us: At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together.  Our platform is the only patented and “Code-Free” connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain.

The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights.

Some of the world’s largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, ConocoPhillips, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences.

We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.  We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM).

Tiger Global Management has a reputation of investing and building some of the world's "Unicorn" brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!

Recently we have announced our Series B funding led by Vista Equity Partners, a leading global technology investor, with participation from Tiger Global Management, our existing Series A investor.

Vista invests in mission-critical software businesses that have a clear purpose and a demonstrated track record of success, such as Innovapptive.

Our mission is made possible by Innovapptive’s most important asset: our people.

We come together through collaboration and ambition in a team-driven culture.

Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us.

At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth.

Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.

About Lokal:

Access & Empowerment for Bharat through AI and Local Language Internet

Lokal is India’s largest regional content and services platform, built for the 500 million+ internet users from tier 2+ towns.

Founded by IIT alumni, Lokal started in 2018 to address the lack of relevant local content and now goes beyond content to solve real, everyday problems of Bharat. Growing as a house of apps, Lokal is evolving into an AI-driven discovery and access platform—connecting users in tier 2+ India with the experts, tools, and knowledge they’ve historically lacked access to:

Lokal Matrimony – Location-based matchmaking apps focused on hyperlocal compatibility.

Lokal Jobs – Hyperlocal job discovery platform connecting blue- and grey-collar workers with nearby opportunities.

GyanTV – Skill-based learning in regional languages (stocks, photography, small business & more).

Dostt – Make new friends through voice chats, games, and real, authentic conversations

Eaze – A safe space to explore emotional well-being via community-driven support.

AstroLokal – Instant access to trusted astrologers through audio and chat.

And more – 10+ new apps in testing & exploration across agricultural advisory, legal advisory, financial guidance, and AI-powered personal assistants.

Requirements

Key Responsibilities

Leadership & People Development
Lead, coach, and inspire the support team to deliver high-quality service across all channels.
Conduct regular coaching and reviews, focusing on both performance and career growth. Data Analysis & Reporting.
Build, maintain, and automate dashboards to monitor KPIs like CSAT, NPS, SLA adherence, AHT, backlog trends, and escalations.
Use data to identify root causes, predict workload spikes, and optimize staffing.
Present weekly and monthly performance reports to leadership with clear recommendations

Proactive Problem-Solving
Anticipate support needs by spotting trends in customer queries and product issues.
Partner with Product, Operations, and Quality teams to address recurring pain points.
Recommend process or policy changes that enhance efficiency and customer satisfaction.

Operational Excellence
Ensure SLA and quality targets are met consistently.
Create and update SOPs, macros, and knowledge base articles.
Champion the use of self-service tools to reduce ticket volume.

Key Skills & Qualifications

• Bachelor’s degree or equivalent experience.

• 3–5 years of customer support experience, with at least 1 year in a leadership role.
• Advanced skills in Excel/Google Sheets.
• Experience building reports and dashboards in CRM/ticketing platforms
  (e.g Explore, Freshdesk Analytics, Zohodesk Reports).
• Strong analytical skills with the ability to turn raw data into actionable insights.
• Excellent communication, stakeholder management, and presentation skills.
• Strategic thinker who stays ahead of trends and proactively proposes improvements.
  

KPIs for the Role

• Improvement in CSAT/NPS and first-contact resolution.
• SLA adherence across all channels.
• Reduction in recurring issues through preventive measures.
• Team productivity and quality scores.
• Accuracy, relevance, and adoption of dashboards by leadership.

• Lead, manage, and motivate a remote customer support team to achieve service excellence.
• Set performance standards and key performance indicators (KPIs) for the support team.
• Provide ongoing coaching, training, and development opportunities for customer support representatives.
• Monitor customer interactions across various channels (phone, email, chat, social media) to ensure quality and adherence to standards.
• Analyze customer feedback, support tickets, and service trends to identify areas for improvement.
• Develop and implement strategies to enhance customer satisfaction, retention, and loyalty.
• Optimize customer support processes, workflows, and escalation procedures.
• Manage the deployment and utilization of CRM and helpdesk software.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with other departments (e.g., Product, Sales, Engineering) to resolve customer issues effectively.

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
• 5+ years of experience in customer support or customer service roles, with at least 2-3 years in a management or supervisory capacity.
• Proven experience managing and leading remote teams.
• In-depth knowledge of customer support best practices, CRM systems (e.g., Salesforce, HubSpot), and helpdesk platforms (e.g., Zendesk, Intercom).
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
• Ability to train, coach, and motivate team members effectively.
• Proficiency in conflict resolution and de-escalation techniques.
• Experience in developing and improving customer service processes.
• A genuine passion for delivering exceptional customer experiences.

• Manage and lead a team of customer support representatives, providing guidance, training, and performance evaluations.
• Develop, implement, and refine customer support policies, procedures, and service standards.
• Monitor customer interactions across various channels (phone, email, chat, social media) to ensure quality and consistency.
• Analyze customer feedback and support metrics to identify trends, areas for improvement, and opportunities for proactive problem-solving.
• Implement strategies to improve first-call resolution rates, reduce average handling times, and enhance overall customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Collaborate with other departments, such as Product Development and Sales, to address customer issues and provide insights from customer interactions.
• Manage escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Develop and maintain comprehensive knowledge base articles and customer support documentation.
• Oversee the effective utilization of customer relationship management (CRM) software and other support tools.
• Forecast staffing needs and manage team schedules to ensure adequate coverage.
• Identify training needs for the support team and develop relevant training programs.
• Stay informed about industry best practices and emerging trends in customer support and service.
• Prepare regular reports on team performance, key metrics, and customer service initiatives for senior management.
• Drive a culture of customer-centricity throughout the support team and the wider organization.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 7 years of experience in customer support or a related field, with at least 3 years in a management or supervisory role.
• Proven track record of successfully managing customer support teams and improving service quality.
• Strong understanding of CRM systems (e.g., Salesforce, Zendesk) and customer support best practices.
• Excellent leadership, coaching, and team-building skills.
• Exceptional problem-solving, decision-making, and conflict-resolution abilities.
• Outstanding communication (verbal and written) and interpersonal skills.
• Ability to analyze data and translate insights into actionable strategies.
• Proficiency in relevant software applications.
• A customer-focused mindset and a passion for delivering outstanding service.

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and productive work environment.
• Develop and implement customer service policies, procedures, and best practices.
• Monitor and analyze customer support metrics (e.g., response time, resolution rate, customer satisfaction) to identify areas for improvement.
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
• Collaborate with other departments (e.g., Sales, Product Development) to address customer feedback and improve service delivery.
• Train new and existing team members on product knowledge, service protocols, and communication skills.
• Manage the allocation of resources and scheduling to ensure adequate coverage and efficient workflow.
• Identify opportunities for process improvement and implement solutions to enhance customer support efficiency and effectiveness.
• Maintain a deep understanding of the company's products and services to provide accurate assistance.
• Contribute to the development of knowledge base articles and customer self-help resources.
• Regularly report on team performance and key customer service insights to senior management.

• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or management role.
• Proven ability to lead and motivate a team.
• Excellent communication, negotiation, and problem-solving skills.
• Strong understanding of customer support principles and practices.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to analyze data and generate actionable insights.
• Proficiency in relevant software applications.
• High school diploma or equivalent; a bachelor's degree is preferred.
• Exceptional interpersonal skills and a customer-centric mindset.
• Resilience and the ability to thrive in a fast-paced environment.

• Lead, manage, and mentor a team of customer support representatives, fostering a positive and high-performance culture.
• Develop and implement customer support strategies, policies, and procedures to ensure timely and effective issue resolution.
• Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Collaborate with product, engineering, and sales teams to identify and address customer feedback and product issues.
• Develop and deliver training programs for the customer support team to enhance product knowledge and service skills.
• Manage the support queue and ensure appropriate resource allocation to meet service level agreements (SLAs).
• Identify opportunities for process improvement and implement solutions to optimize customer support operations.
• Utilize customer support software and tools to track interactions, manage cases, and generate reports.
• Contribute to the development of self-service resources, such as knowledge bases and FAQs.
• Champion customer advocacy and ensure customer needs are understood and met throughout the organization.
• Stay updated on industry best practices and emerging trends in customer support and service.
• Manage vendor relationships related to customer support tools and services.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Analyze customer data to identify trends and insights that can inform business decisions.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer support, with at least 2 years in a leadership or managerial role.
• Proven track record of successfully managing and motivating a customer support team.
• In-depth knowledge of customer service principles, best practices, and CRM/support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong analytical and problem-solving skills, with the ability to identify root causes of issues.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Experience in developing and implementing customer support strategies and KPIs.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite.
• Experience in the SaaS industry is highly desirable.
• Strong understanding of customer journey mapping and retention strategies.