Customer Support Manager

• Kolkata, West Bengal, India
• Job Type
• Full Time
• Workspace
• Hybrid

About the Role

We are seeking a dedicated Customer Support Manager to lead and manage our customer supportoperations, focusing on delivering seamless support via emails, calls, and chat, and ensure everycustomer interaction is handled efficiently and professionally, fostering satisfaction and loyalty.

• Manage and enhance customer support across emails, calls, and chat platforms toprovide a seamless and positive experience
• Ensure timely and effective responses to customer queries, minimizing delays andmaintaining high service standards.
• Analyze recurring issues, customer feedback, and support data to identify andimplement process improvements.
• Build trust and foster strong relationships with customers by ensuring transparent,empathetic, and consistent communication via email and other channels.
• Implement SOPs for email formatting, tone, and structure to maintain professional
• Implement SOPs for email formatting, tone, and structure to maintain professionalismand consistency in communication.
• Ensure proper escalation of unresolved issues via email, collaborating with internalteams like Product and Tech to close tickets efficiently.

Requirements

• Bachelor s degree (preferred: B.Com, MBA, or M.Com).

• 1+ years of relevant experience in Customer Support.

• Strong understanding of Direct and Indirect Taxes and SaaS platforms.

• Excellent communication skills required.

• Proficiency in tools like CRM systems, MS Excel, and Google Sheets for datamanagement and reporting.

• Demonstrated problem-solving abilities and a customer-centric mindset.

• Proven ability to manage and mentor teams, ensuring professional growth and high

About the Company

We are dedicated to providing exceptional services and products that meet the needs of our customers. Our mission is to deliver quality and innovation while fostering a positive environment for our team and community.

• Our Mission
• To empower individuals and businesses through our innovative solutions and unwavering commitment to excellence.
• Our Vision
• To be a leader in our industry, recognized for our integrity, creativity, and customer-centric approach.
• Our Values
• Integrity: We uphold the highest standards of honesty and transparency.
• Innovation: We embrace change and continually seek new ways to improve.
• Customer Satisfaction: Our customers are at the heart of everything we do.
• Teamwork: We believe in the power of collaboration and support.
• Community: We are committed to giving back and making a positive impact.
• Our Team
• Our team is composed of dedicated professionals with diverse backgrounds and expertise. Together, we strive to achieve our goals and exceed expectations.