Sr. Manager - Customer Support

Strategic Leadership & Culture

• Direct the comprehensive management of customer support operations across all engagement channels.
  
• Formulate and deploy service strategies designed to optimize the customer journey and enhance retention rates.
  
• Define clear service benchmarks, communication guidelines, and escalation pathways.
  
• Cultivate and sustain a pervasive culture that prioritizes customer needs throughout the enterprise.
  

Team Development & Performance

• Provide mentorship, direction, and professional growth opportunities for Support Executives, Team Leads, and Coordinators.
  
• Establish clear Key Performance Indicators (KPIs), objectives, and service quality targets for the team.
  
• Execute consistent performance evaluations, coaching initiatives, and skill-building training sessions.
  
• Create succession roadmaps and nurture an environment focused on high-performance delivery.
  

Customer Experience Oversight

• Supervise the full lifecycle of customer interactions, spanning initial inquiries, installation, net metering, commissioning, and post-deployment support.
  
• Guarantee that clients receive prompt and accurate updates on project milestones and service requests.
  
• Track and elevate key metrics including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and retention figures.
  
• Evaluate customer feedback data to drive corrective measures and continuous service enhancement.
  

Operational Efficiency & Process Optimization

• Design and refine support workflows, Standard Operating Procedures (SOPs), and service delivery processes.
  
• Pinpoint operational bottlenecks and lead initiatives to streamline service delivery.
  
• Ensure strict compliance with Service Level Agreements (SLAs) and operational performance targets.
  
• Utilize CRM platforms and data analytics to boost service efficiency and reporting accuracy.
  

Cross-Departmental Coordination

• Collaborate closely with Sales, Engineering, Installation, Logistics, Procurement, and Finance to guarantee a unified customer experience.
  
• Spearhead the resolution of complex issues that require coordinated efforts across multiple departments.
  
• Serve as the definitive point of contact for critical escalations and high-stakes customer concerns.
  
• Organize regular inter-departmental reviews to enhance project delivery timelines and service quality.
  

Grievance & Escalation Resolution

• Manage high-priority complaints and escalations with effectiveness and professionalism.
  
• Implement structured frameworks for root-cause analysis and corrective action planning.
  
• Ensure the timely and satisfactory resolution of grievances while preserving strong client relationships.
  

Data Integrity & CRM Governance

• Maintain the accuracy and integrity of the customer database and CRM systems.
  
• Oversee support dashboards and monitor critical reporting metrics.
  
• Produce periodic reports detailing satisfaction levels, ticket resolution rates, response times, and operational performance.
  
• Promote widespread adoption of CRM tools and adherence to established processes.
  

After-Sales & Service Revenue

• Enhance Annual Maintenance Contract (AMC) support structures and customer engagement initiatives.
  
• Ensure the efficient processing of warranty claims, service tickets, and maintenance tasks.
  
• Identify and capitalize on revenue growth opportunities through customer retention and AMC renewals.
  

Regulatory Adherence

• Stay current with solar industry regulations, MNRE guidelines, DISCOM procedures, and net-metering policies.
  
• Align all customer communications and service workflows with evolving regulatory standards.
  

• Bachelor's degree in Engineering, Business Administration, Operations Management, or related field.
  
• MBA or equivalent management qualification preferred.
  
• 8-12 years of experience in customer support, customer success, operations, or service management.
  
• Minimum 3-5 years of experience in a managerial or leadership role.
  
• Prior experience in the Solar, Renewable Energy, EPC, Electrical, Utilities, or Infrastructure sector preferred.