Assistant Manager

Assistant Manager – Customer Support

Location: Hyderabad, Telangana

Experience: 5+ years

Employment Type: Full-time

Job Summary

We are looking for an experienced Assistant Manager – Customer Support to support day-to-day customer service operations and assist in managing a high-performing support team. The ideal candidate will have strong experience in customer support operations, quality management, team handling, KPI/SLA management, escalations, and stakeholder communication.

The role will involve supporting the Manager in ensuring operational excellence, monitoring team performance, resolving customer escalations, driving quality improvements, and maintaining strong service delivery standards.

Roles & Responsibilities

• Assist the Manager in managing day-to-day customer support operations and ensuring smooth workflow.
• Support and guide customer support teams to achieve defined KPIs, SLAs, productivity, quality, and customer satisfaction targets.
• Monitor team performance and identify performance gaps, operational challenges, and improvement opportunities.
• Handle and resolve customer escalations in a timely and professional manner.
• Conduct regular performance reviews, provide coaching, and support individual development plans.
• Monitor customer interactions across calls, chats, and emails to ensure adherence to quality and process standards.
• Conduct quality audits, calibration sessions, root-cause analysis, and implement corrective action plans.
• Prepare and present daily, weekly, and monthly performance reports and business reviews to management and stakeholders.
• Work closely with cross-functional teams to resolve operational issues and improve customer experience.
• Assist with workforce planning, attendance management, workload allocation, and resource utilization.
• Support new-hire onboarding, training, coaching, and knowledge-sharing initiatives.
• Identify process gaps and drive continuous improvement and process optimization initiatives.
• Ensure adherence to company policies, client requirements, compliance standards, and operating procedures.
• Assist the Manager with client/stakeholder communication and participate in operational review meetings.
• Act as a point of contact for the team in the absence of the Manager.
• Support recruitment and team expansion activities as required.

Required Skills & Qualifications

• Bachelor's degree in any relevant discipline.
• 5+ years of experience in customer support, customer service, BPO operations, quality, or contact-center operations.
• Prior experience handling or supervising a team of 20+ employees is preferred.
• Strong understanding of KPI, SLA, productivity, quality, and customer satisfaction metrics.
• Experience handling customer escalations and complex customer issues.
• Strong knowledge of quality assurance, calibration, RCA, and corrective action planning.
• Good people-management, coaching, mentoring, and performance-management skills.
• Strong verbal and written communication skills.
• Ability to prepare reports and dashboards using MS Excel/Google Sheets.
• Strong stakeholder and client-management skills.
• Good analytical and problem-solving abilities.
• Ability to work in a fast-paced customer support environment and manage multiple priorities.

Preferred Skills

• Experience supporting US/global customer service processes.
• Experience working with voice, chat, and email support channels.
• Exposure to workforce management and resource planning.
• Experience participating in business reviews and client presentations.
• Experience supporting recruitment, onboarding, and training activities.
• Knowledge of continuous improvement and process excellence methodologies.

Key Competencies

People Management: Team Leadership, Coaching, Mentoring, Performance Management

Operations: Customer Support, SLA/KPI Management, Workforce Planning, Escalation Management

Quality: Quality Assurance, Calibration, RCA, Audit Management, Process Improvement

Stakeholder Management: Client Communication, Business Reviews, Cross-functional Collaboration

Reporting: MS Excel, Google Sheets, Dashboards, MIS Reporting

What We Are Looking For

The ideal candidate is a hands-on operations leader who can work closely with customer support teams, take ownership of escalations and performance metrics, and partner with the Manager to continuously improve customer experience and operational performance.

Location: Hyderabad, Telangana