Manager - Customer Support & Success - Matrimonial Services

Customer Support & Success Manager

Job Description: Customer Support & Success Manager

Role: Customer Support & Success Manager South Territory

Client: A Leading Matrimonial Services Platform India's Trusted Relationship Builder

Qualification: Any Graduate (MBA a plus, but empathy scores higher)

Experience: 5-8 years hard-core B2C customer support / success experience, with a minimum of 25-30 FTEs managed

Languages: English + Tamil (mandatory) OR English + Telugu / Kannada (mandatory)

Location: Bangalore Hybrid (3 days in Koramangala office)

Interview Process:

4 rounds HR call Operations video interview Leadership video interview Director face-to-face

Company Overview:

Join a pioneering platform in the matrimonial services industry, where we have been instrumental in creating millions of successful and lasting connections across India and beyond. Our commitment to blending traditional values with cutting-edge technology has positioned us as a leader in the industry. We are dedicated to providing exceptional service and fostering meaningful relationships for our users.

Role Overview:

We are seeking an experienced Customer Support & Success Manager to lead and manage our customer support team in the South Territory, with a primary focus on the Bangalore location. This role is essential in ensuring outstanding service delivery, enhancing customer satisfaction, and driving customer success within our B2C subscriptionCustomer Support & Success Manager 1 based model. The ideal candidate will have a strong and proven background in managing large teams specifically within the customer support domain.

Key Responsibilities:

Team Leadership & Management:

- Lead, mentor, and manage a team of 25-30 customer support professionals, including Team Leaders and Assistant Managers.

- Serve as the primary point of contact for the South Territory, ensuring seamless operations and full accountability for the team's performance.

- Develop and implement strategic initiatives to enhance team productivity, service quality, and customer satisfaction within the customer support framework.

- Conduct regular performance reviews, provide coaching, and facilitate talent development programs to nurture team growth and ensure alignment with customer support objectives.

- Ensure effective coordination and communication across all management levels to maintain operational efficiency and alignment with organizational goals, specifically in the context of customer support.

Customer Support & Success:

- Oversee post-sales customer support operations, managing queries related to renewals, retentions, and customer inquiries.

- Maintain exceptional service standards across all customer touchpoints, ensuring a seamless and positive customer experience.

- Handle complex customer escalations, implementing effective resolution strategies to address and resolve issues promptly, with a focus on customer satisfaction and retention.

- Drive customer satisfaction through proactive service delivery, relationship management, and continuous improvement of support processes.

- Monitor and analyze customer satisfaction (CSAT) and Net Promoter Score (NPS) metrics to identify areas for improvement and implement corrective actions within the customer support framework.

Customer Support & Success Manager

Operational Management (Customer Support Focus):

- Manage day-to-day customer support operations, ensuring adherence to service level agreements (SLAs) and quality standards.

- Implement and maintain knowledge of Customer Care Assessment Tool (CCAT) methodologies to assess and enhance team performance in delivering customer support.

- Develop and execute training programs focused on customer service excellence, product knowledge, and soft skills development to empower the team in handling customer interactions effectively.

- Ensure compliance with company policies, procedures, and regulatory requirements within the customer support domain.

- Optimize resource allocation and workforce management to meet business objectives and customer demand, specifically for customer support operations.

Strategic Planning & Decision Making:

- Make critical operational decisions that impact team performance, customer satisfaction, and business outcomes within the customer support context.

- Analyze performance metrics and generate actionable insights to drive continuous improvement and innovation in customer support processes.

- Collaborate with cross-functional teams, including Sales, Product, and Technology, to align strategies and enhance the overall customer experience.

- Develop and implement process improvements to streamline customer support operations, reduce costs, and increase efficiency.

- Drive strategic initiatives aligned with organizational goals and customer needs, ensuring long-term success and sustainability in the customer support domain.

Must-Have Qualifications:

Experience & Background:

- 5-8 years of progressive experience in customer support management roles within B2C environments.

- Proven track record in managing large teams (25-30 members) with multiple hierarchical layers, including Team Leaders and Assistant Managers, specifically within the customer support domain.

- Experience in subscription-based business models and post-sales service management is essential.

- Background in EdTech, BPO, or similar B2C industries with a focus on customer support and success is highly desirable.

Language Proficiency:

- Full proficiency in one of the following languages: Kannada, Tamil, or Telugu.

- Additional language skills in Telugu and Kannada are advantageous for comprehensive coverage of the south territory.

Technical Skills & Knowledge:

Strong knowledge of CSAT and NPS methodologies and their implementation within the customer support framework.

Proficiency in CCAT and other customer service assessment tools.

Experience with CRM systems and customer service technologies.

Understanding of subscription-based business models and customer lifecycle management.

Personal Attributes:

Exceptional decision-making abilities with a proven track record of handling complex customer situations within the customer support context.

Strong leadership and people management skills, with a focus on team development and motivation.

Direct customer interaction experience is a mandatory screening requirement.

Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.

Analytical mindset with the ability to interpret data and drive actionable insights.

Interview Process:

The selection process will consist of the following rounds:

1. Round 1: HR Telephonic Screening.

2. Round 2: Operations Video Interview.

3. Round 3: Leadership Video Interview.

4. Round 4: Director Face-to-Face Interview.

Join us and be a part of a dynamic team that is dedicated to creating meaningful connections and fostering lasting happiness for our users. If you are a passionate leader with a heart for customer-centric service and a proven track record in managing customer support teams within B2C environments, we would love to hear from you!