Customer Support Manager Job in Bengaluru at ClearTax

• Manage and enhance customer support across emails, calls, and chat platforms to provide a seamless and positive experience.
• Ensure timely and effective responses to customer queries, minimizing delays and maintaining high service standards.
• Analyze recurring issues, customer feedback, and support data to identify and implement process improvements.
• Build trust and foster strong relationships with customers by ensuring transparent, empathetic, and consistent communication via email and other channels.
• Implement SOPs for email formatting, tone, and structure to maintain professionalism and consistency in communication.
• Ensure proper escalation of unresolved issues via email, collaborating with internal teams like Product and Tech to close tickets efficiently.

Requirements:

• Bachelor’s degree (preferred: B.Com, MBA, or M.Com).
• 1+ years of relevant experience in Customer Support.
• Strong understanding of Direct and Indirect Taxes and SaaS platforms.
• Excellent communication skills required.
• Proficiency in tools like CRM systems, MS Excel, and Google Sheets for data management and reporting.
• Demonstrated problem-solving abilities and a customer-centric mindset.
• Proven ability to manage and mentor teams, ensuring professional growth and high performance.