Manager/Senior Manager, Customer Support

Responsibilities & Context

Department Leadership & Strategic Planning

• Lead the Customer Support function in alignment with business strategy and customer service goals.

• Develop quarterly and annual support plans, KPIs, service standards, and performance objectives.

• Promote a strong customer-centric culture and provide strategic recommendations to senior management.

Team Management & Development

• Lead, coach, and develop Customer Support Managers, Team Leaders, and support executives.

• Set performance expectations, monitor KPIs, and drive team productivity.

• Identify training needs and support employee development, succession planning, and talent growth.

• Build a high-performing, accountable, and collaborative support team.

Customer Experience & Service Quality

• Ensure consistent, high-quality customer service across all support channels.

• Monitor customer feedback, complaints, satisfaction, and retention.

• Establish effective complaint and escalation management processes.

• Identify recurring customer issues and implement corrective actions.

• Ensure compliance with SLAs, service standards, and quality requirements.

Operational Performance

• Oversee daily customer support operations and monitor key metrics such as response time, resolution time, ticket backlog, first-contact resolution, and customer satisfaction.

• Identify operational gaps and implement improvement initiatives.

• Review team productivity and service efficiency regularly.

Cross-Functional Collaboration

• Coordinate with NOC, Network, Transmission, Sales, Enterprise, IT, Billing, Finance, and other relevant teams to resolve customer issues.

• Act as a key escalation point for critical customer complaints and service disruptions.

• Ensure effective communication between Customer Support and other departments.

Reporting & Business Analysis

• Prepare and present Customer Support performance reports and management dashboards.

• Analyze complaints, ticket trends, SLA performance, resolution times, and service quality data.

• Identify trends, risks, and improvement opportunities and provide actionable recommendations.

Process Improvement & Automation

• Review and improve existing customer support processes for greater efficiency.

• Promote the use of CRM, ticketing, ERP, monitoring, automation, and self-service solutions.

• Lead initiatives to standardize and automate support workflows.

Resource & Capacity Management

• Forecast customer support workload and manpower requirements.

• Ensure proper staffing, shift coverage, and workforce allocation.

• Coordinate with HR and management regarding recruitment and additional resource requirements.

Risk & Incident Management

• Lead Customer Support activities during major incidents, service disruptions, and critical escalations.

• Coordinate incident response and ensure timely communication with customers and stakeholders.

• Conduct post-incident reviews and implement corrective and preventive measures.

• Identify operational risks and develop mitigation strategies to minimize customer and business impact.