Job Description – Assistant Manager, Customer Support

Location: Bangalore

Department: Customer Support

Reports To: Head of Customer Support

Role Overview

We are looking for a proactive and detail-oriented Assistant Manager – Customer Support to drive operational excellence within our customer service team. This role involves managing escalations, ensuring smooth data operations, mentoring team members, monitoring key support metrics, and working closely with leadership to improve customer satisfaction and efficiency.

Key Responsibilities

Escalation Management: Handle Level 2 and Level 3 customer escalations, ensuring timely resolution and clear client communication.

Data Management: Oversee customer support data accuracy, reporting, and analytics for continuous improvement.

Team Leadership: Support day-to-day team management, coaching, and performance tracking.

Customer Support Metrics: Own and monitor KPIs such as CSAT, NPS, First Response Time, Resolution Time, SLA adherence, and other key indicators.

Process Improvement: Identify gaps in workflows and implement solutions to improve efficiency and service quality.

Collaboration: Work cross-functionally with operations, medical, and product teams to align on client needs.

Client Experience: Ensure exceptional customer journeys by monitoring satisfaction levels and addressing service challenges.

Requirements

Bachelor’s degree (preferred in Business, Management, or related field).

3–5 years of customer support experience, with at least 1–2 years in a supervisory/assistant manager role.

Strong analytical and problem-solving skills, with experience in data management & reporting.

Excellent communication and conflict resolution skills.

Ability to manage escalations with professionalism and empathy.

Proficiency in customer support tools such as Freshdesk, Zendesk, CRM platforms, and MS Excel/Google Sheets.

Strong leadership and people management abilities.

Preferred Skills

Experience in healthcare/wellness industry (added advantage).

Knowledge of KPI tracking and customer experience metrics.

Ability to thrive in a fast-paced, dynamic environment.