Customer Support Manager

Job Title: Customer Support Manager
Location: Bengaluru (Work from office)
Employment Type: Full-Time

About ZingHR

ZingHR is a leading HRMS SaaS platform that empowers businesses with cutting-edge technology for end-to-end HR operations, enabling employee-centric growth. As a fast-growing HR technology company, we aim to provide seamless experiences to our clients with innovative features like AI-based hiring, payroll automation, and performance management solutions.

We are seeking a Customer Support Manager to lead and drive our customer success initiatives, ensuring our clients achieve maximum value from our solutions and experience best-in-class support.

Key Responsibilities:

Leadership & Team Management

• Lead, mentor, and manage the customer support team to ensure efficient query resolution.
• Define KPIs for the support team and monitor performance to achieve operational excellence.
• Foster a customer-first culture, driving employee engagement and collaboration within the team.

Customer Support Operations

• Oversee daily support operations, ensuring timely resolution of queries via multiple channels (email, chat, call, tickets).
• Establish and optimize processes to improve response and resolution times.
• Handle escalations and ensure resolution of complex client issues, maintaining high customer satisfaction.

Process Improvement & Automation

• Continuously analyze support workflows and leverage automation tools to improve efficiency.
• Collaborate with the product team to identify areas for improvement in the HRMS platform and enhance the customer experience.

Client Relationship Management

• Build and maintain strong relationships with key clients to understand their needs and expectations.
• Partner with the Customer Success and Account Management teams to ensure seamless onboarding and retention of customers.
• Proactively gather customer feedback and relay insights to the product and development teams.

Metrics & Reporting

• Track and report key support metrics, including CSAT, ticket response times, FCR (First Contact Resolution), and SLA adherence.
• Use data-driven insights to recommend strategies for improving customer satisfaction and retention.

Required Skills & Experience:

• Experience:
• 8+ years of experience in customer support/customer success for a SaaS product, with at least 3 years in a leadership role.
• Prior experience in HR technology, HRMS platforms, or enterprise software is highly preferred.
• Skills:
• Strong understanding of HRMS processes, including payroll, recruitment, performance management, and compliance.
• Expertise in handling support systems such as Freshdesk, Zendesk, or similar tools.
• Excellent interpersonal and communication skills, with the ability to collaborate across teams and manage client relationships.
• Problem-solving mindset with the ability to address high-stress, high-stakes scenarios effectively.
• Education:
• Bachelors degree in Business, HR, or a related field (MBA preferred).
• Other Requirements:
• Strong analytical and decision-making skills.
• Proven ability to lead in a fast-paced, high-growth environment.
• Customer-centric approach with a passion for delivering exceptional service.

Why Join Us?

• Opportunity to work with a leading HR tech company revolutionizing the industry.
• Collaborate with a passionate, innovative, and dynamic team.
• Competitive salary, benefits, and growth opportunities.
• Chance to directly impact the success of enterprise clients worldwide