Customer Support Operations Manager (India)

Overview

Customer Support Operations Manager to run and scale a global customer support team for chat, email, and phone, improving workflows, performance, and customer experience.

What you'll do

• Manage day-to-day Customer Support operations in partnership with leadership.
• Oversee customer support performance across chat, email, and phone.
• Monitor KPIs including response times, resolution rates, CSAT, and escalations.
• Design, document, and refine SOPs, workflows, and internal processes.
• Support hiring, onboarding, training, and coaching of CS team members.
• Act as an escalation point for complex customer or operational issues.
• Collaborate with cross-functional teams to resolve recurring issues.

What you'll need

• 3–5+ years of experience in Customer Support Operations or Support Management.
• Proven experience managing remote or distributed CS teams.
• Strong understanding of support metrics, workflows, and ticketing systems.
• Excellent written and verbal English communication skills (professional level).
• Comfort working in a high-growth, startup environment.
• Ability to work U.S. time zones consistently.
• Comfort with escalation and coaching responsibilities for frontline teams.

Details

• Remote role open to candidates based in India, South America, or approved European countries (UK, Sweden, Netherlands, France).
• Work hours align with U.S. business hours.