Manager / Senior Manager, Customer Support

Job Description

Title: Manager / Senior Manager, Customer Support

Company Name: BRACNet Limited

Vacancy: --

Age: At least 28 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 10 years
• The applicants should have experience in the following business area(s): IT Enabled Service, ISP

• Bachelor of Science (BSc) in Computer Science & Engineering, Electronics and Telecommunication Engineering
• Master of Business Administration (MBA)

• At least 10 years
• The applicants should have experience in the following business area(s): IT Enabled Service, ISP

• Age At least 28 years

• Proven experience in managing customer support/service operations with team leadership responsibility.

• Experience in KPI management, SLA, escalation handling, process improvement, and stakeholder management.

• Experience in leading cross-functional teams and managing critical service incidents.

• Strong understanding of service operations, networking, IT infrastructure, and troubleshooting processes.

• Ability to analyze operational data, identify trends, and drive improvement initiatives.

• Excellent communication, negotiation, and stakeholder management skills.

• Strong reporting, presentation, and decision-making skills.

• Proficiency in MS Office tools, reporting dashboards, and operational management systems.

• Ability to design and improve processes for operational efficiency.

• Strong problem-solving and root cause analysis (RCA) capability. 

Department Leadership & Strategic Planning

• Lead the Customer Support function in alignment with the company’s business strategy and customer service objectives.
• Develop and implement annual and quarterly customer support plans, targets, and priorities.
• Establish departmental KPIs, service standards, and performance objectives.
• Drive a customer-centric culture across the support function.
• Provide strategic recommendations to senior management based on customer feedback, operational trends, and business requirements.

Team Management & Leadership Development

• Lead, coach, and develop Customer Support Managers, Team Leaders, and support executives.
• Set clear performance expectations and ensure achievement of individual and team KPIs.
• Identify training and development requirements and arrange appropriate learning initiatives.
• Build a high-performance, accountable, and collaborative support team.
• Manage workforce discipline, motivation, succession planning, and talent development.

Customer Experience Management

• Ensure consistent and high-quality customer experience across all support channels.
• Monitor customer feedback, complaints, satisfaction levels, and service experience.
• Develop initiatives to improve customer satisfaction, retention, and loyalty.
• Establish effective complaint and escalation management processes.
• Identify recurring customer pain points and coordinate corrective actions.

Operational Performance Management

• Monitor daily customer support operations and ensure efficient service delivery.
• Track key operational KPIs such as response time, resolution time, ticket backlog, first-contact resolution, and customer satisfaction.
• Identify operational gaps and implement corrective measures.
• Ensure support teams follow approved processes, policies, and service standards.
• Review team productivity and operational efficiency regularly.

Service Quality & SLA

• Ensure compliance with customer service SLAs and agreed service commitments.
• Monitor SLA performance and identify recurring SLA breaches.
• Establish quality assurance standards and conduct regular service quality reviews.
• Coordinate with relevant technical and operational teams to ensure timely issue resolution.
• Develop action plans to improve SLA achievement and service quality.

Cross-Functional Collaboration

• Work closely with NOC, Network, Transmission, Sales, Enterprise, IT, Billing, Finance, and other relevant departments.
• Coordinate cross-functional resolution of customer issues and service disruptions.
• Act as a key escalation point for critical customer complaints.
• Ensure effective communication between Customer Support and other business functions.
• Participate in cross-functional projects related to customer experience and service improvement.

Performance Reporting & Business Analysis

• Prepare and present regular Customer Support performance reports to senior management.
• Analyze customer complaints, ticket trends, SLA performance, resolution times, and service quality data.
• Develop dashboards and management reports for key customer support metrics.
• Identify trends, risks, and opportunities through data analysis.
• Provide actionable insights and recommendations to management.

Process Improvement & Automation

• Review existing customer support processes and identify opportunities for improvement.
• Lead initiatives to simplify, standardize, and automate support processes.
• Promote effective use of CRM, ticketing, ERP, monitoring, and other support technologies.
• Implement automation and self-service solutions to improve customer experience and operational efficiency.
• Ensure continuous improvement through regular process reviews.

Resource & Capacity Management

• Plan and manage manpower requirements based on customer volume and operational demand.
• Ensure appropriate staffing and shift coverage for customer support operations.
• Forecast workload and capacity requirements.
• Optimize workforce allocation to maintain service levels and operational efficiency.
• Coordinate recruitment and resource planning with HR and management when additional manpower is required.

Risk Management & Incident Management

• Lead the Customer Support function during major incidents, service disruptions, and critical customer escalations.
• Establish effective escalation and incident communication procedures.
• Coordinate with relevant technical and operational teams during critical incidents.
• Ensure timely communication with affected customers and stakeholders.
• Conduct post-incident reviews and ensure corrective and preventive actions are implemented.
• Identify operational risks and develop mitigation plans to minimize customer and business impact.

• T/A,Provident fund,Mobile bill,Weekly 2 holidays,Insurance,Profit share,Gratuity
• Salary Review: Yearly
• Festival Bonus: 2