About Company Founded in 2019, apna is India's largest professional networking and jobs platform for >250M members of India's rising working class. Our mission is to connect people to opportunities and help reduce the skill and employment gap. We help candidates build their digital professional identities, find the best-fit hyperlocal jobs, grow their network, and learn new skills to grow their careers. Employers can find the best talent and hire for over 70 different roles in < 48 hours. Having raised $190+ million from marquee investors like Insight Partners, Tiger Global, Lightspeed India, Sequoia Capital, Rocketship.vc and Greenoaks Capital, Apna is on a mission to enable livelihoods for billions in India. Role: Customer Support Manager Requirement: 4-5 Location: Work from Home Experience: 1-3 years Working Hours: 6-day working rotational shifts. About the role: We are seeking a highly motivated and detail-oriented Customer Support Manager to join our team. As a Customer Support Manager, you will be responsible for providing exceptional customer service and support to our clients through various communication channels, including calls, emails, and chats. The ideal candidate will have a background in chat/call processes and possess excellent communication skills in both English and Hindi. Requirements Responsibilities: Handle customer inquiries and provide prompt and accurate responses via calls, emails, and chatsMaintain a high level of professionalism and empathy while addressing customer concerns and resolving issuesAdhere to a rostered schedule with two rotational weeks off and be willing to work with a camera throughout the dayCollaborate with internal teams to escalate and resolve customer issues efficientlyUtilize digital tools and chat software effectively to communicate with customers and track interactionsAnalyze customer problems and propose appropriate solutions, demonstrating a proactive approach to customer serviceEnsuring timely resolution and customer satisfactionDemonstrated ability to work effectively in a team environment and handle escalations Qualification: 1 to 3 years of relevant work experience in customer support or related fieldsGraduation is mandatory, with a preference for candidates with experience in recruitment, BPO/KPO, Customer Success, Call center, or SaaS-related fieldsProficiency in both English and Hindi, with a minimum typing speed of 30 words per minuteStable work environment with a reliable Wi-Fi connection (minimum speed of 30 Mbps) and a dedicated work-from-home setupAvailability and flexibility to work in a rotational shift schedule, including weekends and extended hoursComfort and familiarity with digital tools such as Excel, CRM, ticketing systems, chat software, Zoom, Google Meet, and CalendlyAbility to work in a front-line role handling customer queries for a minimum of 1 yearWillingness to commit to the current role for a minimum duration and availability to start within a monthShould be flexible and should be able to adapt to changeSkills Required for the role - Typing speed of 30 wpm, Fluent in English, and Hindi Working hours: Working: 6-day working rotational shiftsShift timings - The candidate should be flexible for 9AM to 8PM windowAsset: The candidate need to have their own laptop, Wi-Fi, Power backup & proper office setup to sit and work