Customer Support Manager (Kanpur)

About the Role Were looking for a hands-on, process-driven individual to own support operations for both our partners (astrologers) and users on the Astrotalk platform. Youll ensure timely, high- quality resolution of queries and complaints, build scalable support processes, and act as the bridge between the ground and internal teams. This is a critical role that directly impacts partner satisfaction and user trust. What Youll Do Own end-to-end support operations for partners and users across chat, call, and ticket-based channels Build and maintain SOPs, escalation frameworks, and response playbooks for common and edge-case scenarios Monitor support metrics response times, resolution rates, CSAT, escalation rates and drive continuous improvement Identify recurring issues and work with product, ops, and partner teams to address root causes Manage and mentor a team of support executives, ensuring quality and consistency Handle escalated or sensitive cases involving partners or users directly Drive process improvements to improve support efficiency and reduce ticket volumes over time Collaborate with the training team to keep support staff updated on platform changes and policies What Were Looking For 58 years of experience in customer support, partner support, or support operations roles Prior experience in a high-volume support workplace youve handled scale and know how to build systems for it Experience building or improving support processes, SOPs, or escalation frameworks Exposure to managing both supply-side (partner) and demand-side (user) support is a strong plus Strong communication skills clear, empathetic, and effective across different audiences Data-driven mindset comfortable tracking metrics and using them to improve operations .