Customer Support Operations Manager

About Us Established in 2009, Infinity Business Services (IBS) has been providing world-class Virtual Staffing Solutions for over 16 years. We are a company with a strong focus on customer satisfaction. We work in an efficient and cost-effective fashion to provide the highest quality services with absolute accuracy and measuring up to the highest industry standards. Job Description This is a remote position. Job Description: Customer Support Operations Manager Location: Remote Shift Timing: Rotational / Night Shift (Depending on Client Time Zone) Employment Type: Full-Time CTC: ₹3.6 – ₹4.2 LPA About the Role We are seeking a highly organized and client-focused Customer Support Operations Manager to manage customer support operations and handle L2 & L3 client escalations efficiently. The ideal candidate will act as the key point of contact between the client and Virtual Assistant concerns, ensure timely issue resolution, and coordinate with internal teams to maintain high service standards. The candidate should possess excellent communication skills, strong problem-solving abilities, and the capability to manage client relationships in a fast-paced environment. Key Responsibilities Client Escalation Management: · Handle and resolve L2 & L3 client escalations within defined timelines. · Act as the primary point of contact for critical customer concerns and operational issues. · Investigate escalation cases, identify root causes, and implement corrective actions. · Ensure timely follow-up and complete resolution of escalated matters. · Maintain escalation records, trackers, and resolution documentation. Customer Support Operations: · Oversee day-to-day customer support operations and ensure service quality. · Coordinate with internal teams to resolve operational challenges efficiently. · Monitor customer interactions and ensure adherence to service standards and SLAs. · Support process optimization initiatives to improve customer experience. · Ensure smooth workflow management across support operations. Client Relationship Management: · Build and maintain strong professional relationships with clients. · Provide regular updates and reports to clients regarding issue resolutions and operational status. · Handle difficult conversations professionally while ensuring customer satisfaction. · Proactively identify client concerns and recommend suitable solutions. Reporting & Administrative Responsibilities: · Prepare daily, weekly, and monthly operational and escalation reports. · Maintain and update CRM systems with accurate information. · Track team performance metrics and escalation trends. · Ensure proper documentation of customer interactions and operational activities. Quality Assurance & Process Improvement: · Monitor service quality and identify areas for operational improvement. · Develop and implement best practices for escalation handling and support processes. · Ensure compliance with company policies and operational procedures. · Collaborate with management to improve overall customer support efficiency. Required Skills & Qualifications Experience: · 2–4 years of experience in Customer Support, Client Servicing, or Operations Management. · Experience handling L2/L3 escalations and international clients preferred. · Prior experience in customer support operations or team coordination roles is an advantage. Technical Skills: · Proficiency in CRM tools and ticketing systems. · Good working knowledge of Google Workspace and Microsoft Office tools. · Familiarity with reporting and operational tracking tools. Soft Skills: · Excellent verbal and written English communication skills. · Strong problem-solving and conflict-resolution abilities. · Ability to multitask and work under pressure. · Strong organizational and time management skills. · Professional attitude with a customer-centric approach. Preferred Skills · Experience working with US/International clients. · Strong stakeholder and client management skills. · Ability to manage critical situations calmly and professionally. · Process improvement and operational coordination experience. · Leadership and team coordination abilities.