Customer Service Support Manager

Location: Bengaluru

Company Description  Nexx Zeal Technologies Private Limited, through its Nexxio platform, helps consumer goods brands digitize, automate, and optimize their route-to-market operations to drive growth, efficiency, and competitive advantage. The platform supports key commercial processes such as Sales Force Automation (SFA), Distributor Management Systems (DMS), secondary dealer management, and influencer referral and rewards programs. By integrating these functions, Nexxio enables brands to better manage field teams, distribution networks, and promotional initiatives.

Team members join a growing organization focused on building scalable, data-driven solutions for modern consumer goods businesses.

Role Description  The Customer Service Support Manager is a full-time, on-site role based in Bengaluru. This role oversees the customer support function, ensuring timely resolution of inquiries and technical issues related to the Nexxio platform. The manager will lead and mentor a support team, define service standards, monitor performance metrics, and implement improvements to enhance customer satisfaction. Daily responsibilities include handling escalations, coordinating with product and technical teams, analyzing recurring issues, and developing support processes and documentation.

The role also involves engaging with key clients to understand their needs, providing feedback to internal stakeholders, and maintaining a consistent, high-quality customer experience.
Qualifications
Strong customer-facing skills with a focus on Customer Service and Customer Satisfaction.
Hands-on experience in Customer Support operations, including queue management and escalation handling.
Analytical skills to interpret support data, identify trends, and drive process improvements.
Background in Technical Support for SaaS or software products, with the ability to understand platform functionality.
Experience managing or supervising support teams, including coaching, performance management, and scheduling.
Excellent communication and interpersonal skills, with the ability to collaborate across product, engineering, and sales teams.
Proficiency with ticketing systems, CRM tools, and basic reporting in applications such as Excel or BI dashboards.
Bachelor’s degree in business, engineering, information technology, or a related field; experience in consumer goods or enterprise SaaS is an advantage.
Ability to work on-site in Bengaluru and adapt to a fast-paced, growth-focused environment.