Manager - Customer Support - EdTech (5-7 yrs)

Job Title: Customer Support Manager.

Location: Mumbai.

Experience: 5+ years (preferred).

About Us:

We are a leading Edu-Fintech company providing financial SaaS solutions to empower educators and students.

Backed by top investors, we foster innovation, growth, and employee well-being in a collaborative work environment.

Job Overview:

- Seeking an experienced Customer Support Manager to lead our team, enhance customer satisfaction, and streamline support processes.

- This role is vital in maintaining high service standards and building strong customer relationships.

Key Responsibilities:

Team Leadership:

- Manage and lead a team of customer support executives, providing training, mentorship, and performance feedback.

- Develop and implement team KPIs to monitor performance and ensure service excellence.

Customer Interaction:

- Handle escalated customer queries and complaints, ensuring timely and satisfactory resolution.

- Build and maintain strong relationships with customers to foster loyalty and satisfaction.

Process Management:

- Develop and refine support processes to improve efficiency and response times.

- Ensure proper documentation of customer interactions and issues using CRM tools.

Data Analysis and Reporting:

- Analyze customer support metrics to identify trends, root causes, and areas for improvement.

- Provide regular reports to management with insights and recommendations for enhancing customer experiences.

Cross-functional Collaboration:

- Work closely with product, sales, and marketing teams to communicate customer feedback and drive improvements.

- Participate in product development discussions to ensure customer needs are addressed.

Technology and Tools:

- Leverage support tools and technologies to optimize customer interactions and streamline workflows.

- Stay updated on industry best practices and emerging tools in customer support.

Qualifications and Skills:

- Bachelor's degree in Business, Communication, or a related field (MBA preferred).

- 5+ years of experience in customer support, with at least 2 years in a managerial role.

- Strong leadership and team management skills.

- Proficiency in CRM tools (e.g, Salesforce, Zendesk, Freshdesk) and data analysis platforms.

Preferred Skills:.

- Experience in the fintech, SaaS, or EdTech industries.

- Familiarity with multi-channel support (email, chat, phone, social media).