17 Printo Document Services Jobs

Job Description - Customer Support Manager

• Organization: Printo Document Services Pvt. Ltd.
• Website: www.printo.in.
• Position: Customer Support Manager
• Role Type: Full-time, On-Site. (No Remote/Hybrid)
• Location: Bengaluru, Karnataka
• Office Location: Printo Bomanahalli office - Printo Support Office
• Compensation: ₹8,00,000 ₹12,00,000 P.A. depending on experience and last drawn compensation
• Experience: 5+ Years with at least 2+ years of managerial experience
• Industry Preferred: Retail, E-commerce, Printing
• Openings: 1
• How to apply?: Fill this form - https://forms.gle/6bVZd5AFe7mpWiVq6

About Us

Printo is India’s largest chain for Printing, Gifting and Merchandising with 30+ stores across major cities and a growing online presence. With over a million customers served, we aim to scale rapidly to achieve ₹1000 crore revenue and prepare for an IPO by 2026.

Role Overview
We are looking for an experienced Customer Support Manager to lead our support team, drive customer satisfaction, and resolve grievances effectively. This role is responsible for managing support operations across multiple channels (WhatsApp, email, call, and in-store escalations), setting performance KPIs, and ensuring smooth coordination between teams to enhance the customer experience.

Key Responsibilities:

• Team Management:
• Lead, mentor and manage a team of customer support representatives.
• Train and upskill the team to handle inquiries, complaints and escalations efficiently.
• Develop workflows and SOPs to ensure consistency in responses.
• Customer Experience & Grievance Handling:
• Take ownership of customer complaints and ensure timely resolution.
• Establish an escalation matrix to address complex issues effectively.
• Identify patterns in grievances and work cross-functionally to resolve underlying issues.
• KPI Setting & Performance Tracking:
• Define, track and report on customer support KPIs (e.g., response time, resolution rate, CSAT, NPS).
• Optimize support team workflows to enhance efficiency and effectiveness.
• Implement SLAs for customer queries and complaints.
• Process Improvement & Automation:
• Identify areas for automation and self-service (FAQs, chatbots, canned responses).
• Work closely with the tech team to enhance CRM integrations and ticketing systems.
• Improve processes based on customer feedback and internal data insights.
• Cross-functional Collaboration:
• Liaise with the product, marketing and operations teams to resolve recurring issues.
• Work with sales teams to ensure a seamless post-purchase customer journey.

Key Skills and Qualifications

• 5+ years of experience in customer support, with at least 2 years in a managerial role.
• Prior experience in e-commerce, retail or printing services is preferred.
• Strong analytical skills to interpret customer data and drive improvements.
• Experience in setting up and tracking KPIs for customer support teams.
• Familiarity with customer support tools like Freshdesk, Zendesk, Exotel or BotSpace is a plus.
• Excellent communication, leadership and conflict resolution skills.
• Ability to work in a fast-paced environment and handle multiple priorities.

Why Join Us?

• Opportunity to lead and shape customer support and experience at a fast-growing company.
• This is a high-impact role with direct access to CXOs and cross functional team leads
• This is a role requiring both strategic thinking and hands-on execution. We're looking for someone who can roll up their sleeves and get things done while also thinking big picture about customer experience and success at Printo