Customer Service Support Manager

Customer Support Manager | Jaipur, Rajasthan | Full-time, on-site

ABOUT SUPER91

SUPER91 is the trade name of Super Prints Private Limited, successor to Printers Club of India Limited. We are one of India's largest B2B wholesale printing networks, with an ecosystem of 45,000+ printers, print businesses, resellers, designers and printing professionals.

Our model runs on two hub types: National Production Hubs (NPH) that aggregate and club high-volume offset work to deliver the best price in the market, and City Production Hubs (CPH) operated on a franchise model for digital printing, signage, sublimation, customised gifting and urgent jobs. We are in a steep, funded growth phase and building the leadership team that will take the business to a multi-fold revenue base by 2028.

ABOUT THE ROLE

Build and run the customer support desk for a high-volume B2B and B2C print business. You own every post-order touchpoint - order tracking, artwork queries, complaints, reprints and franchise partner support - across phone, WhatsApp, email and chat, and you own the service levels that go with them.

Reports to: Head - Sales and Marketing

Department: Customer Experience

Positions: 1

KEY RESPONSIBILITIES

Support Desk Operations

- Run the multi-channel support desk - inbound calls, WhatsApp, email, live chat and the customer portal.

- Define and hold service levels for first response, resolution and escalation.

- Implement and administer a ticketing system; ensure every interaction is logged and traceable.

Order Lifecycle Support

- Track orders from artwork approval through production to dispatch and delivery.

- Proactively flag delays to customers before they chase, with a clear revised commitment.

- Coordinate with sales, pre-press, production and logistics to unblock stuck orders.

Complaint and Quality Resolution

- Own the complaint, reprint and credit-note process end to end.

- Run root-cause analysis with production and feed corrective actions back into the process.

Team Leadership

- Hire, roster, train and supervise the support executive team.

- Run call and ticket quality audits; coach against a published quality scorecard.

- Build a bilingual (Hindi and English) knowledge base, response library and escalation matrix.

Franchise and Partner Support

- Serve as the support channel for City Production Hub franchise partners and resellers.

Measurement and MIS

- Measure and improve CSAT, NPS, first-contact resolution and average handling time.

- Publish weekly and monthly dashboards on volumes, SLA adherence and complaint themes.

WHO WE ARE LOOKING FOR

- Graduate in any discipline.

- Minimum 5 years in customer support or customer service, including at least 2 years leading a team.

- Experience of a ticketing platform such as Freshdesk, Zoho Desk or Zendesk.

- Excellent spoken and written Hindi and English.

- Background in printing, packaging, e-commerce or B2B services is preferred.

- Strong MS Excel and reporting ability.

- Based in Jaipur or willing to relocate to Jaipur.

QUALIFICATION

Graduation: Any Graduate (mandatory)

Post Graduation: Not mandatory

COMPENSATION

Rs. 5 - Rs. 8 LPA, plus statutory benefits. Negotiable for an exceptional candidate.

TERMS

- Location: Jaipur, Rajasthan - on-site. Candidates currently in Jaipur, or willing to relocate to Jaipur at their own initiative, will be considered.

- Working days: six-day week.

- Employment type: full-time, on the direct rolls of Super Prints Private Limited.

- Compensation: as per the band indicated, negotiable for an exceptional candidate. Statutory benefits (EPF, ESIC where applicable, gratuity) as per law.

HOW TO APPLY

Apply through this platform, or email your CV with your current CTC, expected CTC and notice period to [email protected]. Please quote the job reference code in the subject line.

• Super Prints Private Limited is an equal opportunity employer. We consider every applicant on merit alone, without regard to gender, religion, caste, marital status or disability.