Assistant Manager – US Customer Support

Chandigarh ₹5-11 LPA Posted 10 Jul 2025

FULL TIME

Sops

AHT

CSAT

zendesk

Jira

+1 more

Supervise day-to-day operations of the US customer support team.
Ensure timely and effective resolution of customer inquiries via email, chat, and phone.
Act as the point of escalation for critical or complex customer issues.
Monitor team performance through KPIs and service metrics (AHT, CSAT, FCR, etc.).
Coordinate with cross-functional teams (product, tech, QA, sales) to resolve customer queries and enhance satisfaction.
Conduct regular team training, quality audits, and performance reviews.
Ensure documentation, SOPs, and helpdesk resources are up to date.
Provide daily/weekly/monthly reports on team performance and customer feedback.
Collaborate with US-based stakeholders and internal leadership for strategic initiatives.
Required Skills & Qualifications:
Bachelors degree in any discipline (preferred: Business Administration, IT, or related field).
46 years of total experience, with at least 12 years in a supervisory/lead role in international (US) customer support.
Excellent written and verbal English communication skills.
Strong problem-solving ability and customer-first mindset.
Hands-on experience with CRM/helpdesk tools (e.g., Zendesk, Freshdesk, Jira, Salesforce).
Ability to manage and mentor a team effectively.
Comfortable working night shifts aligned with US time zones.
Nice to Have:
Experience in FinTech, SaaS, or enterprise software domain.
Knowledge of escalation management, SLAs, and workflow automation.
Exposure to tools like Confluence, Google Suite, MS Office.