Support Manager

Primetrace · India

Job Description — Support Manager

Role Summary

We are looking for an experienced Support Manager to lead our customer support operations. This is a full-time, work-from-office role requiring 24x7 availability ownership.

Key Responsibilities

• Lead and manage the day-to-day operations of the customer support team (calls, tickets, escalations, Refund etc.)
• Own end-to-end support performance — response time (AHT/FRT), CSAT, and quality scores
• Analyze ticketing tool data deeply to identify trends, recurring issues, and agent-level performance gaps
• Take initiative to improve the entire support process — SOPs, escalation matrix, agent coaching, and training
• Build and share regular performance reports and insights with leadership
• Handle critical escalations and ensure timely closure with root-cause fixes
• Coordinate with product/tech teams to resolve frequent issues
• Ensure shift planning and coverage for round-the-clock support operations



Requirements

• Prior experience as a Support Manager (mandatory)
• Strong hands-on understanding of ticketing tools and their data/reporting (Freshdesk, Zendesk, Zoho Desk, or similar) — must
• Work From Office role
• 24x7 role — must be available and reachable round the clock; weekend coverage, and on-call ownership (most important requirement)
• Proven track record of improving support metrics and processes proactively, not just maintaining status quo
• Strong people management, coaching, and escalation-handling skills
• Data-driven mindset with good Excel/reporting skills