Client Support Manager

About the Company

VMock empowers students and professionals worldwide with AI-driven personalized career guidance. Trusted by 200+ leading business schools and universities, our platform accelerates career goals for students, alumni, and career centers. Our Gurugram and Chicago teams, consisting of top engineers, data scientists, and product experts, thrive in a collaborative, fast-paced environment fueled by innovation and individual growth. We're an equal opportunity employer committed to diversity, equity, and inclusion for all, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Key Responsibilities

• Lead, mentor, and manage the Support team to deliver timely, accurate query resolutions.
• Oversee end-to-end resolution of tickets, ensuring seamless triage and handoffs between user support tickets and client escalations.
• Drive TAT/SLA adherence through daily monitoring, quality audits, and close collaboration with Delivery and Product teams for rapid issue resolution.
• Conduct daily quality audits, providing coaching and feedback to the team to drive performance.
• Analyze tickets trends alongside product analytics (usage, adoption, friction points) to uncover recurring issues, gaps, and improvement opportunities.
• Present and share weekly/monthly reports on volume, SLAs, productivity, quality of responses, customer metrics, and product insights with CSMs to fuel their retention/growth strategies.
• Collect, analyze, and interpret customer feedback (CSAT, surveys, comments) to generate actionable insights for service and product improvements.
• Collaborate closely with Delivery and Product teams to resolve issues and enhance the overall customer experience.
• Escalate critical cases with cross-functional stakeholders for swift closure.
• Refine SOPs, response templates, workflows, and knowledge base documentation.
• Champion initiatives to cut repeat tickets, boost efficiency, and improve customer satisfaction.
• Contribute to automation initiatives, including FAQs, knowledge bases, and chatbot solutions.
• Act as the voice of the customer and clients, influencing product roadmap and decision-making through data-driven insights.

Skills & Qualifications

Must-Have

• 4+ years of experience in customer support, operations, client success, or service delivery.
• Bachelor's degree from tier 1 college or university
• Proven experience in leading a support or operations team.
• Strong analytical skills, including data interpretation, reporting, dashboards, and product analytics (usage/adoption metrics).
• Excellent written and verbal communication skills.
• Hands-on experience with ticketing tools (JIRA, Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
• Ability to multitask, prioritize, and thrive in a fast-paced environment.
• Experience driving TAT/SLA improvements through cross-team collaboration (Delivery/Product).

Good-to-Have

• Experience in SaaS, technology products, or high-volume support environments.
• MBA degree from a reputed college.
• Knowledge of customer experience metrics (CSAT, NPS, FCR, SLA).
• Familiarity with automation tools, self-service systems, or AI-based support solutions.
• Certification or exposure to process improvement methodologies (Lean, Six Sigma) is a plus.