ETP Group - Customer Support Manager

Company Description :

ETP Group is an AI-first SaaS company serving the Retail and e-Commerce industries across Asia Pacific.

With 39 years of trust in the market, it supports 500+ brands in 17 countries through enterprise-grade platforms.

ETPs cloud-native solutionsETP Unify and Ordazzlecover POS, CRM, Inventory, Promotions, PIM, OMS, WMS, LMS, and seamless marketplace integration.

For large-format retail, ETP V5 offers a hybrid omni-channel suite.

Built on secure, scalable M.H architecture.

ETP delivers frictionless, personalized experiences across channels.

Its intuitive, asset-light platforms accelerate cloud transformation, reduce IT overhead, and help retailers enhance CX, drive growth, and lead in a fast-evolving commerce environment.

Work Mode : Work from office

Working Days : Monday to Friday

Job Description :

We are looking for an experienced and customer-focused Support Manager to lead our application support function.

The ideal candidate will be responsible for managing the support team, ensuring SLA adherence, handling client escalations, and driving continuous improvement in support operations.

This role requires strong leadership skills, technical understanding of enterprise applications, and the ability to work closely with cross-functional teams.

Key Responsibilities :

Team Management :

- Lead and manage a team of support engineers/executives.

- Monitor ticket queues and ensure timely resolution within defined SLAs.

- Conduct performance reviews and provide coaching and mentoring.

- Plan team schedules, shifts, and resource allocation.

Client & Escalation Management :

- Act as the primary escalation point for key customers.

- Conduct regular review calls with clients to discuss open issues and service performance.

- Ensure high levels of customer satisfaction.

- Manage critical incidents and drive resolution within agreed timelines.

Operational Excellence :

- Track KPIs such as response time, resolution time, backlog, and customer satisfaction scores.

- Prepare weekly/monthly MIS reports.

- Identify recurring issues and coordinate with Product/Engineering teams for permanent fixes.

- Implement process improvements to enhance service delivery.

Cross-Functional Collaboration :

- Work closely with Product, Development, QA, and Infrastructure teams.

- Participate in release planning and change management processes.

- Ensure smooth handover from implementation to support.

The Job responsibilities of the candidate shall include but not limited to the Job Description & to perform any other tasks/functions as required by the Company

Key Skills :

- Leadership & Team Development

- Customer-Centric Approach

- Problem-Solving & Analytical Skills

- Strong Communication Skills

- Process-Oriented Mindset

Experience and Skills :

- Bachelors degree in Engineering / Computer Science or related field.

- 6 to 10+ years of experience in application/product support.

- 2+ years of team management experience.

- Strong understanding of ticketing tools (e.g., Jira, Freshdesk, ServiceNow).

- Knowledge of SaaS/cloud-based applications.

- Excellent communication and stakeholder management skills.

- Ability to handle high-pressure situations and critical escalations.

Perks and Benefits :

- Pick & Drop facility from Saki Naka Metro.

- Complimentary breakfast and subsidized lunch facility available.

- Medical insurance coverage