Customer Support Manager

Position Title: Customer Support Manager
Location: E2 Plot No. 4, Jhandewalan Extension, Near Metro Station Gate No. 2, New Delhi 110055
Job Type: Full-time

About BookLeaf Publishing
BookLeaf Publishing is one of the fastest-growing publishing platforms, working with authors to help them publish, distribute, and promote their books globally. Our goal is to offer a smooth, transparent, and professional publishing experience. We value creativity, commitment, and a strong customer-first mindset.
Role Overview
The Customer Support Manager will be responsible for managing the entire customer support operations, ensuring authors receive timely, supportive, and accurate assistance. This role requires someone who can lead a team, improve operational efficiency, and ensure every author interaction reflects the company’s values and service standards.

Key Responsibilities
Lead and supervise the customer support team to meet service quality and response time expectations.
Monitor, track, and report on support metrics including ticket volume, resolution time, CSAT, and feedback trends.
Develop and implement workflows, SOPs, and communication standards to ensure consistent and high-quality responses.
Handle escalated cases, sensitive communication, or high-priority clients professionally and promptly.
Train, coach, and mentor support agents to improve communication, product knowledge, and performance.
Review recurring customer issues and collaborate with publishing, technical, and operations teams to resolve process gaps.
Manage and maintain support documentation including FAQs, guides, templates, and knowledge-base content.
Ensure CRM, ticketing, and communication tools are effectively utilized and updated.
Conduct regular team meetings, performance reviews, and quality checks to maintain service excellence.
Identify and drive continuous improvement initiatives to enhance the overall author experience.

Required Skills and Qualifications
Bachelor’s degree in any discipline.
3–6 years of experience in customer support or service roles.
Minimum 1–2 years of experience in a supervisory or managerial role.
Strong written and verbal communication skills.
Ability to handle pressure, manage escalations, and make decisions independently.
Experience using customer support tools or CRMs such as Freshdesk, HubSpot, Zendesk, or Zoho Desk.
Strong organizational, analytical, and leadership skills.

Preferred Experience
Experience in publishing, education, creative industries, or SaaS environments.
Exposure to process improvement, automation tools, or customer experience strategy.

Key Competencies
Customer-first approach
Problem-solving mindset
Team leadership
Empathy and patience
Time management
Attention to detail
Process-oriented thinking

How to Apply
Interested candidates are invited to submit their CV and a brief cover letter describing their experience and suitability for the role.