Manager – Customer Support & Sales Operations

We are looking for a Manager – Customer Support & Sales Operations who can lead both customer support and revenue-focused sales operations. This role is ideal for someone who can manage daily support performance, improve customer experience, coach teams, and drive revenue through trial conversions, upgrades, add-ons, and customer growth opportunities.

You will work closely with the Head – Customer Experience and Operations to drive execution, align on priorities, and ensure consistent delivery across support operations. You will be expected to understand processes quickly, take control of day-to-day operations, and build strong alignment with the leadership layer to ensure delivery standards are consistently met.

Key Responsibilities

• Manage day-to-day support operations across chat, email, calls, and other customer channels.
• Ensure fast, accurate, and high-quality customer responses while improving CSAT, resolution time, response time, backlog, and QA scores.
• Lead sales motions focused on converting free users, trial users, and existing customers into paid or higher-value customers.
• Drive upgrades, add-on adoption, and revenue opportunities
• Coach team members on customer communication, product knowledge, consultative selling, objection handling, and ownership.
• Build and improve support playbooks, sales scripts, escalation flows, macros, help content, and internal processes.
• Track team performance using support, sales, revenue, and customer experience metrics.
• Identify recurring customer issues, product friction, churn risks, and revenue opportunities from customer conversations.
• Work closely with Product and Marketing teams to improve the customer journey.
• Train, mentor, and performance-manage team members.