Senior Manager Customer Support

About the role

The Senior Manager Customer Support will lead the customer care function, shaping strategies, processes and service standards to ensure high satisfaction.

Key responsibilities

• Develop and implement customer care strategies, processes, SOPs, and service standards.
• Manage customer relationships, complaints, and escalations to ensure timely resolution.
• Coordinate with Sales, Finance, Construction, and Legal teams to address customer queries.
• Oversee customer databases, CRM systems, customer communications, and service performance.
• Lead the customer care team and drive continuous improvement in service quality and customer satisfaction.

Required profile

• Master’s degree in Business Administration or related discipline.
• 6–8 years of experience in customer care and support management.
• Experience in both customer service and sales preferred.
• Background in airline, telecommunications, or hospitality industries preferred.
• Excellent communication, interpersonal, leadership, and problem‑solving skills.
• Strong customer relationship management abilities and a polished, professional personality.
• Customer‑centric mindset with commitment to service excellence.