We at ETP are looking for smart and dynamic professionals striving to achieve excellence. If you are passionate about creating value and are innovative and self-driven, this is the right organization for you. Would you like to partner in ETP’s success story? If yes, please submit your resume stating the position applied for, photograph, current and expected salaries, educational qualifications, employment history and contact details to careers@etpgroup.com Here is what we do - http://www.etpgroup.com/Videos.html Company Description ETP Group is a leading Unified Commerce Software company, with a 36-year track record of delivering enterprise-class retail and e-commerce technology solutions. Market-leading retailers in Asia Pacific use ETP across hundreds of thousands of employees, over 500 brands and across 24 countries. ETP's cloud-native AI-powered solution suites, ETP Unify and Ordazzle, encompass a broad spectrum of e-commerce and retail functionalities, from POS, CRM, OMS, PIM, Unified Inventory to Unified Promotions, Logistics management and seamless integration with marketplaces and e-commerce platforms. ETP’s Unified Commerce Retail Platforms create a frictionless and consistent shopping experience for consumers across all channels, wherever, whenever, and however they choose to shop. ETP’s strength lies in its ability to provide robust and innovative retail solutions built with the most scalable and secure technology, MACH architecture and beautiful UI design. The capability to provide localisation and support in 24 countries has enabled ETP to acquire significant regional and global customers. ETP’s “asset-light” solutions minimise IT administrative costs and provide AI-powered recommendations enabling businesses to focus on transformation and growth and strategic initiatives.
About the Role
We are looking for an experienced and customer-focused Customer 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.
Required Skills & Qualifications
- Bachelor’s degree in Engineering / Computer Science or related field.
- 6–10+ 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.
Preferred Skills
- Experience in Retail / E-commerce domain.
- Exposure to global clients and 24x7 support environments.
- ITIL certification (preferred).
Key Competencies
- Leadership & Team Development
- Customer-Centric Approach
- Problem-Solving & Analytical Skills
- Strong Communication Skills
- Process-Oriented Mindset