Customer Support Manager

Role Overview
The Customer Support Manager will be responsible for leading the customer support function, managing customer escalations, improving service quality, and driving operational excellence.
The ideal candidate should have strong people-management skills, excellent communication abilities, and experience managing customer support operations in a
FinTech, SaaS, NBFC, Banking, BFSI, or technology-driven environment
.

Key Responsibilities

Lead and manage the Customer Support team to deliver high-quality and timely customer service.
Develop and implement customer support processes, SOPs, and service standards.
Monitor customer queries, complaints, escalations, and ensure timely resolution.
Establish and track
SLA, TAT, CSAT, response time, resolution time, and other support KPIs
.
Handle critical and high-priority customer escalations and ensure effective resolution.
Identify recurring customer issues and work with Product, Technology, Operations, Sales, and other teams to resolve root causes.
Develop a strong customer feedback mechanism and share actionable insights with internal stakeholders.
Conduct regular performance reviews, coaching, and training for the support team.
Ensure effective utilization of CRM and customer support tools for tracking customer interactions and resolutions.
Prepare and present regular MIS and performance reports to management.
Identify opportunities to automate repetitive support processes and improve operational efficiency.
Establish and maintain a knowledge base, FAQs, support scripts, and standard response templates.
Ensure adherence to company policies, data security standards, and applicable regulatory requirements.
Drive continuous improvement initiatives to enhance customer satisfaction and retention.
Team Management
Lead, mentor, and develop the customer support team.
Define individual and team-level KPIs.
Conduct regular performance reviews and provide constructive feedback.
Identify training and development requirements.
Build a culture of ownership, accountability, responsiveness, and customer-centricity.
Preferred Candidate Profile
Bachelor’s degree in any discipline; MBA or relevant professional qualification is an added advantage.
5–8 years of experience
in Customer Support, Customer Success, Client Servicing, or Customer Experience.
Minimum 2–3 years of experience managing a customer support team.
Strong experience in handling escalations and managing customer-facing operations.
Excellent verbal and written communication skills.
Strong analytical, problem-solving, and stakeholder-management skills.
Ability to work in a fast-paced and high-growth environment.
Strong understanding of CRM and customer support platforms.
Experience in managing support MIS and operational dashboards.
Preferred Industry Experience
Experience in any of the following sectors will be preferred:
FinTech
NBFC
Banking
BFSI
SaaS
Technology
Lending / Financial Services
Receivables / Collections
Key Skills
Customer Support Management
Customer Experience
Customer Success
Team Management
Escalation Management
SLA & TAT Management
CSAT & Customer Retention
CRM Tools
Process Development & SOPs
MIS & Reporting
Root Cause Analysis
Stakeholder Management
Problem Solving
Process Automation
People Management
Key Performance Indicators
The successful candidate will be responsible for improving and maintaining:
Customer Satisfaction (CSAT)
First Response Time (FRT)
Turnaround Time (TAT)
First Contact Resolution (FCR)
Resolution Rate
SLA Adherence
Escalation Rate
Customer Retention
Team Productivity
Quality Scores
What We’re Looking For
We are looking for a
customer-first leader
who can combine people management, operational discipline, and technology to build a scalable customer support function.
The ideal candidate should be proactive, data-driven, solution-oriented, and comfortable working closely with cross-functional teams in a rapidly evolving organization.
Why Join CredServ?
At CredServ, you will have the opportunity to build and scale customer support operations in an
AI-native, high-growth environment
. You will work closely with business, product, technology, and operations teams and play an important role in shaping the customer experience as we scale.