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Manager / AM – Customer Support

💼 Customer Experience / Operations | Full-Time

Role Overview

The Manager – Customer Support is responsible for leading the customer service function to ensure timely, effective resolution of client queries, complaints, and service requests. The role focuses on building a high-performing support team, driving service excellence, and improving customer satisfaction through efficient processes, strong CRM discipline, and cross-functional coordination.

Should have strong team management, decision-making, adaptability, strategic thinking, and problem-solving skills.

Team Leadership & Service Delivery

Lead, coach, and manage the customer support team to ensure consistent, high-quality service across all customer touchpoints (phone, email, chat, in-branch/walk-in, as applicable).
Define, monitor, and enforce SLAs/TATs for query and complaint resolution, ensuring adherence across the team.
Conduct regular performance reviews, call/interaction audits, and coaching sessions to improve team capability and service quality.
Plan staffing, shift scheduling, and workload distribution to ensure adequate coverage and response times.

Complaint & Escalation Management

Own end-to-end resolution of escalated, sensitive, or complex customer complaints, including those linked to transactions, documentation, or account issues.
Establish a structured escalation matrix and ensure timely closure with root-cause analysis for recurring issues.
Liaise with product, operations, credit, and relationship management teams to resolve cross-functional customer issues.
Ensure complaints are handled in line with regulatory requirements (e.g., RBI's Banking Ombudsman guidelines, internal grievance redressal policy).

Customer Experience & Process Improvement

Track and analyze CSAT, NPS, and complaint trend data to identify service gaps and recommend improvements.
Design and implement process enhancements to reduce complaint volume, improve first-contact resolution, and streamline customer journeys.
Partner with product and technology teams to improve self-service options and digital support channels.
Drive initiatives to enhance customer retention and loyalty through proactive service interventions.

Compliance, Reporting & Governance

Ensure all customer interactions comply with KYC, AML, data privacy, and internal compliance standards.
Maintain CRM systems with accurate logging, categorization, and tracking of customer interactions and complaint status.
Prepare and present MIS reports and dashboards on team performance, complaint trends, and customer satisfaction metrics to senior management.
Support internal and regulatory audits related to customer service and grievance redressal processes.

Training & Development

Develop and deliver training programs on product knowledge, communication skills, compliance requirements, and service standards for the support team.
Build a knowledge base/FAQ repository to improve consistency and speed of query resolution.
Foster a customer-centric culture within the team through regular engagement and recognition programs.

Required Qualifications

Bachelor's degree in any discipline, MBA or equivalent preferred.
5–8+ years of experience in customer service/support, with at least 2–3 years in a team management or supervisory role, preferably in banking, financial services, or BFSI.
Strong understanding of grievance redressal frameworks and regulatory guidelines (RBI/SEBI as applicable).
Proficiency in CRM and ticketing systems (e.g., CRM NEXT, Salesforce, Zendesk, or equivalent) and core banking platforms (Finacle, Flexcube) if applicable.
Excellent communication, conflict resolution, and stakeholder management skills.
Strong analytical skills with the ability to translate data into actionable service improvements.

Key Competencies