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Gurugram · On-site · 8-11 Yrs · Oct 29
1 open role0 posted in 7d1 in 30d
Hiring: Customer support and operations
Job description
Overview
SocialPilot is looking for a Customer Support Manager (US Shift) to partner with SocialPilot's customers and make them truly successful in achieving their social media goals.
Responsibilities
- Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines
- Act as an escalation point for complex customer issues and ensure timely resolution
- Monitor team performance, KPIs, SLAs, CSAT, and quality metrics
- Develop, document and improve support processes, workflows, and knowledge base.
- Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback
- Should be able to work as an IC to handle support tickets and calls
Qualifications
- 8 years of experience in customer support within a B2B SaaS company
- Excellent written and verbal English communication skills (mandatory)
- 3+ years of experience managing or leading a customer support team
- Hands-on experience handling customer support via emails, chats, and calls
- Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms
- Experience with ticket management, escalation handling, and customer satisfaction metrics
- Ability to work independently and manage teams during the night shift.
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Job application FAQ
Last updated 5 November 2026
- How do I apply for Customer Support Manager (US Shift) at WP Rocket?
- Open this job on Feedback AI and sign up free (or sign in). You can apply from the job detail page; match scores and skill gaps appear when your profile is complete. WP Rocket may attach structured assessments to interview rounds after you apply.
- Does Feedback AI show a match score for this Customer Support Manager (US Shift) role?
- Yes after you add a resume or skills. Match score ranks this role against your profile — skills met, gaps, level, and location — so you prioritise applications where fit is strongest.
- Is Customer Support Manager (US Shift) remote or on-site in Gurugram, Haryana?
- This listing is marked on_site with location Gurugram, Haryana. Confirm details on the job description before applying.
- What skills matter for this Customer Support Manager (US Shift) role at WP Rocket?
- Key skills for this role include skills listed in the job description. Upload a resume to see which requirements you already meet and which are gaps.