Support Manager

Infogain India (P) Ltd. is looking for Support Manager to join our dynamic team and embark on a rewarding career journey.

The Support Manager is responsible for leading and managing the customer support team to ensure exceptional service and satisfaction for clients or customers. This role involves implementing effective support strategies, developing and maintaining strong customer relationships, and optimizing support processes. Key Responsibilities : Team Leadership : Lead, mentor, and motivate a team of support representatives. Conduct regular team meetings and training sessions to enhance skills and knowledge. Set performance goals, monitor individual and team performance, and provide feedback. Customer Satisfaction : Ensure high levels of customer satisfaction by addressing customer concerns and providing timely and effective resolutions. Implement customer feedback mechanisms to continuously improve support services. Foster a customer-centric culture within the support team. Process Optimization : Develop and implement efficient support processes to streamline operations. Identify areas for improvement and implement strategies to enhance support efficiency. Work closely with other departments to align support processes with overall business goals. Quality Assurance : Monitor and evaluate customer interactions to ensure quality and consistency. Implement quality assurance programs and training to maintain high standards of service. Address and resolve escalated customer issues promptly. Reporting and Analysis : Generate and analyze support-related reports to assess performance and identify trends. Use data insights to make informed decisions and implement improvements. Provide regular reports to management on key support metrics. Cross-Functional Collaboration : Collaborate with other departments such as product development, sales, and marketing to ensure a seamless customer experience. Communicate customer feedback and insights to relevant teams for product or service improvements. Resource Management : Manage staffing levels to meet customer support demands. Optimize resource allocation to ensure efficient handling of customer inquiries.