Assistant Manager Customer Support
GrayQuestMumbai, Mumbai (district)6 hours ago
Job descriptionEnsure timely and effective resolution of customer queries, issues, and escalations. Track and improve key customer metrics including CSAT, FCR, NPS, and AHT. Analyze customer feedback and implement action plans to enhance service quality. Work closely with the Quality team to drive error reduction and coaching initiatives. Conduct RCA (Root Cause Analysis) on repeat complaints and implement corrective actions. Identify process gaps and collaborate with cross-functional teams to optimize workflows. Maintain daily / weekly / monthly MIS on team performance and service levels. Present actionable insights to management and drive performance-based planning. Use data to make informed decisions about team capacity, load balancing, and escalation trends. Identify training needs and coordinate with L&D for upskilling programs. Support new joiners and ensure smooth onboarding. Encourage a culture of continuous learning and knowledge sharing. Graduate in any discipline. 4 to 6 years of experience in customer support operations, with 2–3 years in a team leadership or assistant manager role. In-depth knowledge of call center / customer support metrics and KPIs. Strong communication, problem-solving, and people management skills. Hands-on experience with CRM tools like Freshdesk, Zendesk, Salesforce, etc. Ability to handle high-pressure environments and multi-channel support (voice, email). Experience in fintech, edtech, or BFSI customer support domains. Exposure to automation tools, ticketing workflows, and AI chatbots.
About GrayQuest
GrayQuest is a rapidly growing FinTech company in the Indian education ecosystem. We specialize in providing EMIs for the $100B+ education market, offering zero-cost installments with insurance and reward benefits. Currently, we work with over 5,000 educational institutions , including the top 10 school chains in the country, who trust us to power their fee payments through convenient monthly installments.
Backed by leading investors and seasoned fintech visionaries, we are a Series B start-up with a strong reputation in the financial ecosystem. Our funding is driven by industry leaders such as Kunal Shah & Miten Sampat (CRED), Nitin Gupta (UNI), Sumit Maniyar (Rupeek), and Sujeet Kumar (Udaan), who inspire our journey of growth and innovation. With partnerships across 5,000+ premier educational institutions nationwide , we’ve established ourselves as a trusted name in education-focused financial services.
Role Overview :
We are seeking a proactive and customer-centric Assistant Manager – Customer Support to
oversee day-to-day operations of our call center team. The ideal candidate will ensure the
delivery of exceptional support experiences, monitor service metrics, coach team leaders,
and drive efficiency and process excellence across all customer interactions.
Key Responsibilities :
Team Leadership & Supervision :
- Lead and mentor a team of Team Leaders and Customer Support Executives.
- Monitor team performance, adherence, and discipline across shifts.
- Conduct team briefings, daily huddles, and performance evaluations.
Customer Experience & Service Delivery :
Quality & Process Improvement :
Reporting & Analytics :
Training & Development :
Required Skills & Experience :
Nice to Have :
Create a job alert for this search
Customer Support • Mumbai, Mumbai (district)
Related jobs
- Promoted
Assistant Manager Training
BenowMumbai, Maharashtra, India Job Purpose The Trainer is responsible for delivering effective training programs for new hires and existing BDE & TCs in the contact centre / FOS.
The role ensures agents are equipped with the neces...Show moreLast updated: 3 days ago
- Promoted
- New!
Assistant Manager
Evoke HR Solutions Pvt. Ltd.mumbai, maharashtra, in Position - Assistant Manager / Deputy Manager.Reporting to - Manager - HR & GA.Solely responsible to meet organizations objectives by developing & implementing high impact learning & development pr...Show moreLast updated: 6 hours ago
- Promoted
- New!
Customer Success Manager
Total CollectR Virtual Collector & Debt NegotiatorBorivali, Maharashtra, India We're a fast growing SaaS company on the hunt for an experienced Customer Success Manager who can help us build our Customer Success Department from the ground up.
That means we're looking for build...Show moreLast updated: 14 hours ago
- Promoted
Assistant Manager
SCHOTT PoonawallaMumbai, Maharashtra, India We are seeking a Market & Business Development Specialist to drive growth, develop market intelligence, and strengthen customer relationships for our Pharma Packaging Solutions (Vials, Ampoules, Sy...Show moreLast updated: 16 days ago
- Promoted
US Mortgage- Customer support
AltisourceKalyan-Dombivli, IN Willing to work in night shifts.Review and update construction documents in the system to ensure completeness and accuracy.
Maintain and update construction budget details while placing inspection o...Show moreLast updated: 9 days ago
- Promoted
Customer Success Manager
gnani.aiNavi Mumbai, Maharashtra, India We are looking for a Customer Success Manager who can farm into existing accounts, provide ongoing support to our clients and network with them.
The candidate should carry a Revenue target for upsel...Show moreLast updated: 2 days ago
- Promoted
Assistant Manager Training
TPMumbai, Maharashtra, India We are Hiring for Assistant Training Manager- BFSI.Candidate will relevant exp in International BFSI or Banking are eligible.
Should be able to communicate fluently with grammatically correct spoken...Show moreLast updated: 30+ days ago
- Promoted
Assistant Manager
TPMumbai, IN Identify opportunities to upgrade existing clients to higher-value telecom plans, premium features, or advanced solutions that meet their evolving needs.
Promote complementary telecom services such ...Show moreLast updated: 2 days ago
- Promoted
Assistant / Deputy Manager - Inside Sales (Lead Generation)
WNSMumbai, Maharashtra, India This is IC role into Inside Sales.Candidate should have experience into cold calling, Cold emailing, Lead generation.Generate maximum MQLs / SALs in order to meet targeted number of opportunities.Tra...Show moreLast updated: 30+ days ago
- Promoted
Assistant Manager - CRM Retention
Tata CLiQ FashionMumbai, Maharashtra, India We are seeking a dynamic Assistant Manager for CRM & Retention to join our Retention Marketing team.This role is pivotal in driving innovation and executing data-driven CRM strategies across our po...Show moreLast updated: 30+ days ago
- Promoted
Aspire Lifestyle - Assistant Manager - Service Delivery Operations
Aspire LifestylesMumbai, India MUMBAI CANDIDATES WILL BE SELECTED Client & Service Focused : - Has complete understanding of all clients contractual agreements and translate these int...Show moreLast updated: 15 days ago
- Promoted
Customer Success Manager
Gleantapnavi mumbai, India Gleantap is an intelligent customer experience platform for fitness & wellness clubs, enabling them to enhance sales & marketing efforts through data-driven campaigns.
Businesses can utilize context...Show moreLast updated: 1 day ago
- Promoted
- New!
Assistant Manager Customer Support
GrayQuestMumbai Metropolitan Region, India GrayQuest is a rapidly growing.FinTech company in the Indian education ecosystem.We specialize in providing EMIs for the $100B+ education market, offering zero-cost installments with insurance and ...Show moreLast updated: 7 hours ago
- Promoted
- New!
Customer Support Manager - Banking & Payments
TIGI HRMumbai, Maharashtra, India Customer Support Manager | Banking & Payments.We are seeking a highly experienced.The ideal candidate will ensure exceptional customer experiences, manage high-performing teams, and build strong op...Show moreLast updated: less than 1 hour ago
- Promoted
- New!
Customer Success Manager
PinnacleUMumbai, Mumbai (district) Position : Customer Success Manager.Client : Voice enabled chat bot software.Establish clear client retention goals.Define success milestones for the clients and employees to work towards.Assist cust...Show moreLast updated: less than 1 hour ago
- Promoted
Assistant Manager - Customer Delight (B2B / B2C)
ConfidentialMumbai Providing prompt, frictionless, consistent and delightful customer service.Working with other customer support teams to ensure a consistent and high-quality level of support.Identifying root causes...Show moreLast updated: 30+ days ago
- Promoted
Associate Manager - Customer Success
Media.netMumbai, Maharashtra, India As an Associate Manager - Customer Success, you are someone who comes with 2-3 years of Account Management / Business Development / problem solving / hustling experience in a high growth internet star...Show moreLast updated: 17 days ago
- Promoted
FatakPay Digital - Assistant Manager - Customer Service
FatakPay Digital Pvt. Ltd.Mumbai, India Location : Andheri, Mumbai Job Description : - As a Assistant manager / Operations Manager - Call Center, you will be responsible for supervising daily operati...Show moreLast updated: 17 days ago