Customer Support Manager

Multiplier
Pune, Maharashtra
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Customer-facing communication","De-escalation","Coaching and development","Cross-functional stakeholder management","Process improvement"]

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.

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FursaFursa
Multiplier
Multiplier
1 month ago

Customer Support Manager

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 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
Glassdoor: 4.3
WebsiteLinkedInGlassdoor