Manager - Customer Support (voice & Non-Voice process)

Job description

Role: Customer Service Location: Bangalore, India Full/ Part-time: Full time Build a career with confidence Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. About the role This role will lead 24×7 customer service operations , ensuring continuous monitoring, incident response, and service assurance in line with defined SLAs and customer expectations. The role acts as the primary escalation point for critical incidents , driving coordination, root cause analysis, and preventive actions to improve service stability and customer experience. This role owns service performance governance , including KPIs, SLA tracking, and executive reporting, while driving process standardization, SOP compliance, and operational improvement initiatives. Working closely with engineering, product, and customer success teams, the Customer Service Manager ensures seamless collaboration during incidents, onboarding, and service changes. As a people leader, the role manages multi‑shift service teams , ensuring skill readiness, performance coaching, and consistent, high‑quality service delivery. Key Responsibilities: 1. 24×7 Operations & Monitoring Own day‑to‑day 24/7 Command Center operations , ensuring real‑time monitoring of IoT platforms, asset health, alarms, and operational KPIs. Ensure timely detection of anomalies, deviations, and risks, triggering proactive or reactive actions as per defined SOPs. Maintain operational readiness across shifts, tools, and workflows. 2. Incident, Escalation & Problem Management Lead end‑to‑end incident management , including triage, prioritization, escalation, coordination, and closure. Act as the single point of operational command during major/critical incidents. Ø Drive root cause analysis (RCA) , corrective and preventive actions to reduce repeat incidents and improve stability. 3. Service Assurance & SLA Governance Own and govern service delivery SLAs, KPIs, and operational metrics . Track SLA adherence, response times, resolution quality, backlog, and service trends. Proactively identify service gaps and drive corrective actions with internal stakeholders. 4. Performance Reporting & Analytics Produce and review weekly/monthly MIS, dashboards, and executive summaries for leadership and customers. Analyze trends, risks, recurring issues, and capacity constraints using operational data. Convert insights into actionable recommendations for operational improvement. 5. Process Excellence & SOP Ownership Define, document, and continuously improve Standard Operating Procedures (SOPs) for monitoring, incidents, escalations, and governance. Ensure process compliance, audit readiness, and consistency across shifts and teams. Drive standardization, automation, and operational maturity initiatives. 6. Cross‑Functional Coordination Coordinate with engineering, product, platform support, customer success, and field teams during incidents and steady state operations. Ensure seamless handoffs, clear ownership, and structured communication during high‑impact events. Support operational inputs for onboarding, go‑lives, and platform changes from an assurance standpoint. 7. Tools, Platforms & Automation Ensure effective use of IoT Command Center tools , dashboards, worklist/workflow systems, and collaboration platforms. Identify opportunities for automation, alert rationalization, and workflow optimization to improve response quality and efficiency. 8. People & Functional Leadership Lead and manage Command Center operations teams across shifts. Ensure skill readiness, training adherence, performance coaching, and workload balancing. Build a culture of discipline, accountability, customer focus, and continuous improvement Minimum Requirements: 8+ Years Relevant experience Engineering Graduate Controls/electrical/ Mechanical/ Service Operations Knowledge Benefits We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary. Make yourself a priority with flexible schedules, parental leave Drive forward your career through professional development opportunities Achieve your personal goals with our Employee Assistance Programme Our commitment to you Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way . Join us and make a difference. Apply Now! Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Job Applicant's Privacy Notice: Click on this link to read the Job Applicant's Privacy Notice