Multiplier

3 days ago

Customer Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Own the day-to-day performance of a high-volume customer support team handling employment, payroll, benefits, and platform operations. Ensure SLA adherence, queue health, resolution speed, backlog quality, and CSAT outcomes while managing shift coverage in a follow-the-sun, multi-region model. Act as the escalation point for complex cases, drive QA and coaching through KPI scorecards, and improve processes via root-cause fixes, deflection, and knowledge base enhancements.

Location: Pune, Maharashtra

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage a team of customer support specialists, owning shift coverage, capacity, and workload balancing within a follow-the-sun model.
•Drive SLA performance for first-response and resolution times by monitoring queue health and reallocating as needed.
•Serve as the escalation point for complex or sensitive cases, partnering with domain specialists and Ops to drive resolution.
•Own quality assurance by reviewing tickets, setting QA standards, and coaching agents via RYG KPI scorecards and 1:1s.
•Triage and prioritize incoming queries (P1–P4), route edge cases, and drive root-cause fixes, deflection, and knowledge base improvements.

Key Requirements

•5+ years in client support, including at least 2 years managing a team in a high-volume environment.
•Proven track record of hitting SLA and CSAT targets while developing people.
•Experience with ticketing/support environments such as Zendesk, Salesforce, or similar; comfort with support metrics and reporting.
•Strong customer-facing communication and de-escalation skills.
•Experience in EOR/PEO, payroll, HR tech, or global employment platforms, plus process improvement or automation mindset.

Experience:5+ yearsSaaSHR techGlobal employment platformsEOR/PEO

Skills:Customer-facing communicationDe-escalationCoaching and developmentCross-functional stakeholder managementProcess improvement

Tech Stack:ZendeskSalesforce

Company Brief

Multiplier

Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 5M to 10M

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: New York, United States

Founded: 2020

Glassdoor: 4.3

Website LinkedIn Glassdoor

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Multiplier

3 days ago

Customer Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Pune, Maharashtra

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage a team of customer support specialists, owning shift coverage, capacity, and workload balancing within a follow-the-sun model.
•Drive SLA performance for first-response and resolution times by monitoring queue health and reallocating as needed.
•Serve as the escalation point for complex or sensitive cases, partnering with domain specialists and Ops to drive resolution.
•Own quality assurance by reviewing tickets, setting QA standards, and coaching agents via RYG KPI scorecards and 1:1s.
•Triage and prioritize incoming queries (P1–P4), route edge cases, and drive root-cause fixes, deflection, and knowledge base improvements.

Key Requirements

•5+ years in client support, including at least 2 years managing a team in a high-volume environment.
•Proven track record of hitting SLA and CSAT targets while developing people.
•Experience with ticketing/support environments such as Zendesk, Salesforce, or similar; comfort with support metrics and reporting.
•Strong customer-facing communication and de-escalation skills.
•Experience in EOR/PEO, payroll, HR tech, or global employment platforms, plus process improvement or automation mindset.

Experience:5+ yearsSaaSHR techGlobal employment platformsEOR/PEO

Skills:Customer-facing communicationDe-escalationCoaching and developmentCross-functional stakeholder managementProcess improvement

Tech Stack:ZendeskSalesforce

Company Brief

Multiplier

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 5M to 10M

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: New York, United States

Founded: 2020

Glassdoor: 4.3

Website LinkedIn Glassdoor