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.

Requirements

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• 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.