Role Support Manager

Support Manager Role

Role Purpose

The Support Manager role handles customer-facing issue resolution across tickets, chat sessions, damage claims, reverse logistics, and refund operations.

Core Responsibilities

• Own ticket lifecycle and SLA compliance.
• Manage live conversations and escalation paths.
• Process damage claims and compensation actions.
• Coordinate reverse logistics and refund center workflows.
• Maintain support knowledge quality and team performance.

Support Operations Flow

1. Intake from forms, chat, or ticket creation.
2. Triage by urgency, order impact, and SLA policy.
3. Resolve or escalate with full audit notes.
4. Close with refund, replacement, or confirmation actions.
5. Analyze trends for recurring issue prevention.

Service Quality Metrics

• Average first-response time.
• Resolution turnaround time.
• Escalation ratio.
• CSAT trend and repeat contact rate.