Customer Support Manager (Blended)

About Company

Founded in 2019, apna is India’s largest professional networking and jobs platform for >250M members of India’s rising working class. Our mission is to connect people to opportunities and help reduce the skill and employment gap.

We help candidates build their digital professional identities, find the best-fit hyperlocal jobs, grow their network, and learn new skills to grow their careers. Employers can find the best talent and hire for over 70 different roles in < 48 hours.

Having raised $190+ million from marquee investors like Insight Partners, Tiger Global, Lightspeed India, Sequoia Capital, Rocketship.vc and Greenoaks Capital, Apna is on a mission to enable livelihoods for billions in India.

Role:

We are seeking a highly motivated and detail-oriented Customer Support Manager to join our team. As a Customer Support Manager, you will be responsible for providing exceptional customer service and support to our clients through various communication channels, including calls, emails, and chats. The ideal candidate will have a background in chat/call processes and possess excellent communication skills in both English and Hindi.

Requirements

Responsibilities:

• Handle customer inquiries and provide prompt and accurate responses via calls, emails, and chats.
• Maintain a high level of professionalism and empathy while addressing customer concerns and resolving issues.
• Adhere to a rostered schedule with two rotational weeks off and be willing to work with a camera throughout the day.
• Collaborate with internal teams to escalate and resolve customer issues efficiently.
• Utilize digital tools and chat software effectively to communicate with customers and track interactions.
• Analyze customer problems and propose appropriate solutions, demonstrating a proactive approach to customer service.
• Ensuring timely resolution and customer satisfaction.
• Demonstrated ability to work effectively in a team environment and handle escalations.

Qualification:

• 2 to 5 years of relevant work experience in customer support or related fields.
• Graduation is mandatory, with a preference for candidates with experience in recruitment, BPO/KPO, Customer Success, Call center, or SaaS-related fields.
• Proficiency in both English and Hindi, with a minimum typing speed of 30 words per minute.
• Stable work environment with a reliable Wi-Fi connection (minimum speed of 30 Mbps) and a dedicated work-from-home setup.
• Availability and flexibility to work in a rotational shift schedule, including weekends and extended hours.
• Comfort and familiarity with digital tools such as Excel, CRM, ticketing systems, chat software, Zoom, Google Meet, and Calendly.
• Ability to work in a front-line role handling customer queries for a minimum of 2 years.
• Willingness to commit to the current role for a minimum duration and availability to start within a month.
• Should be flexible and should be able to adapt to change.

Skills Required for the role - Typing speed of 30 wpm, Fluent in English, and Hindi

Working hours:

• Working: 5-day working rotational shifts.
• Shift timings – 9:00 AM to 7:00 PM. In the future, the candidate should be flexible for 9 AM to 9PM window.