Customer Support Manager || FNP

We are seeking an experienced and dynamic Customer Experience Professional to lead the Customer Support function. The Manager / Senior Manager Customer Support will be responsible for driving operational excellence across partner networks, ensuring superior delivery experience, and leading initiatives that enhance customer satisfaction, loyalty, and retention.

The role involves close collaboration with cross-functional teams to improve partner efficiency, streamline order fulfillment, and strengthen the end-to-end customer journey.

Role & responsibilities

• Lead and oversee all customer support management activities - including onboarding, performance reviews, and compliance.
• Support program management, procurement, and supply chain coordination.
• Track and analyze key performance indicators (KPIs) to ensure SLA compliance and process efficiency.
• Develop objectives and drive day-to-day call center support operations.
• Implement effective resource planning to maximize productivity and service quality.
• Collect, analyze, and act on partner performance data and feedback.
• Manage budgeting, expense tracking, and process optimization.

• Hire, coach, and mentor large teams (100+ members) to maintain high customer service standards.
• Monitor and improve order management, communication protocols, and issue resolution workflows.
• Prepare and present regular performance and improvement reports to senior management.

Own budget management, risk mitigation, and logistics planning across partner operations.

Preferred candidate profile

• Proven experience as a Call Center / Customer Support Leader.
• Minimum +10 years of relevant experience in vendor management, operations, or customer service.
• Experience in leading large teams (100+ members).
• Strong understanding of SLA management, quality assurance, and performance metrics.
• Proficiency in data analysis and decision-making based on operational KPIs.
• Excellent knowledge of customer service best practices and partner engagement models.
  

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Functional & Leadership Competencies

• Excellent coaching and mentoring abilities.
• Strong analytical and problem-solving skills.
• Ability to use data-driven insights for performance improvement.
• Excellent communication and stakeholder management skills.
• Strong collaboration and influencing capability across cross-functional teams.
• Proven ability to drive change and continuous improvement in a fast-paced environment.
• Effective project management and prioritization skills.

• Prior experience in E-Commerce or BPO environments.
• Exposure to large-scale partner networks or customer operations.