Customer Support Manager

About apna: Founded in 2019, apna is India’s largest professional networking and hyper-growth jobs ecosystem, proudly powering livelihoods for over 250 million members of India’s rising working class. Backed by $190+ million in venture capital allocations from premier marquee investors including Insight Partners, Tiger Global, Lightspeed India, and Sequoia Capital, apna bridges structural employment gaps by transforming how businesses find vetted talent across 70+ roles in under 48 hours.

Position Overview

We are seeking 4 to 5 highly motivated, detail-oriented Customer Support Managers to join our remote operations squad. In this essential front-line service track, you will be responsible for executing exceptional client assistance, resolution tracking, and consumer success strategies across multi-channel chat and call processes. This position requires fluent bilingual communicators who thrive in rotational setups, utilize modern CRM ticketing architectures seamlessly, and maintain high empathy boundaries while resolving escalations to guarantee customer satisfaction.

Key Responsibilities

• Multi-Channel Query Resolution: Handle high-volume inbound consumer inquiries with speed and mathematical precision via real-time phone calls, support emails, and live chats.
• Escalation & Case Management: Troubleshoot complex user issues, investigate account complaints, and collaborate with internal technical divisions to resolve system bugs efficiently.
• Operational Roster Adherence: Maintain structural compliance with a strict rostered 6-day work week schedule, including rotational shifts, weekend execution, and constant web-camera engagement frameworks.
• Digital Platform Utilization: Operate cloud ticketing databases, analytical spreadsheets, customer relationship management (CRM) software, and communication tools to index account interactions.
• Proactive Problem Mitigation: Analyze recurring user challenges, proposing structural workflow corrections to leadership to optimize consumer onboarding retention metrics.

Required Skills & Qualifications

• 1 to 3 years of verified professional history executing customer support, call center operations, or customer success workflows.
• A completed Bachelor’s degree (Graduation is mandatory), with a definitive preference for candidates holding background profiles inside BPO, KPO, recruitment, or SaaS-related fields.
• Absolute verbal and written bilingual fluency in both English and Hindi .
• A verified minimum alphanumeric keyboard typing speed of 30 words per minute (WPM) .
• Infrastructure Asset Prerequisites: Possession of a personal high-performance laptop, robust Wi-Fi connectivity maintaining a minimum 30 Mbps speed, stable electricity power backup arrays, and an isolated, professional home office setup.
• Location Context: 100% remote work-from-home infrastructure availability open specifically to qualified support specialists permanently residing within India .

Preferred Strategic Indicators (Nice to Have)

• Prior technical familiarity navigating standard support automation desks, ticketing layers, and scheduling software like Zendesk, CRM systems, Zoom, and Calendly .
• Demonstrated capacity to adjust quickly to fast-paced corporate changes and navigate high-stress client escalations calmly.

What We Offer

• The exceptional opportunity to scale your client operations skillsets inside India’s leading unicorn networking platform.
• Highly competitive compensation package calibrated accurately against your customer service background and verification checks.
• Complete work-from-home geographical freedom backed by structured corporate training tracks and career milestone tracking.
• Inclusion inside a highly collaborative, supportive, and professional tech ecosystem dedicated to impacting billions of livelihoods.