Customer Support Manager

Company

PropertyAngel Management Pvt. Ltd.

Location

Bengaluru

Employment Type

Full-time

Industry

Property Management / Real Estate Services

About PropertyAngel

PropertyAngel is a professional property-management company that acts as a “Second Landlord” for property owners. We manage more than 1,100 residential properties for customers across 95 countries, providing end-to-end services including tenant management, rent collection, property maintenance, inspections and owner support.

Role Overview

The Customer Support Manager will be responsible for delivering a responsive, transparent and reliable experience to PropertyAngel’s property owners and tenants.

The role involves managing the customer-support team, monitoring service requests and escalations, coordinating with internal teams, and ensuring that every customer receives timely updates and effective resolution. The manager will also use support data and customer feedback to identify recurring problems and improve processes across the organisation.

Key Responsibilities

Customer Support Management

Manage the day-to-day functioning of the customer-support team.

Ensure that customer queries received through calls, email, WhatsApp, Freshdesk and other channels are acknowledged and resolved within defined timelines.

Monitor open, pending and overdue tickets.

Ensure that every interaction is professional, empathetic and solution-oriented.

Maintain clear ownership of each customer request until final closure.

Escalation Management

Take ownership of complex or sensitive owner and tenant escalations.

Investigate complaints, understand the root cause and coordinate with the appropriate internal teams for resolution.

Communicate difficult decisions clearly and respectfully.

Ensure that customers receive regular updates even when an immediate solution is not available.

Escalate high-risk matters to senior management when required.

Team Leadership

Lead, train and motivate customer-support executives.

Allocate work and monitor individual workloads and performance.

Conduct regular ticket reviews, coaching sessions and quality audits.

Train the team in communication, conflict management, empathy, documentation and PropertyAngel’s service standards.

Create a culture of ownership, accountability and continuous improvement.

Cross-functional Coordination

Coordinate with Operations, Accounts, Leasing, Maintenance, Inspections and Relationship Management teams.

Follow up with internal teams to ensure timely resolution of customer requests.

Identify gaps in interdepartmental handovers and recommend better workflows.

Ensure that information provided to customers is accurate and consistent across teams.

Systems and Process Management

Ensure proper use of Freshdesk or other customer-support systems.

Establish clear ticket categories, priorities, escalation levels and service-level timelines.

Maintain accurate customer histories, notes and resolution records.

Develop and update standard operating procedures, response templates and escalation matrices.

Identify opportunities to automate routine queries without compromising the quality of customer service.

Reporting and Service Improvement

Prepare weekly and monthly reports covering

Ticket volumes and categories

First-response and resolution times

Pending and ageing tickets

Reopened tickets

Escalations and recurring complaints

Customer satisfaction

Team productivity and quality scores

Analyse support data to identify recurring issues and their root causes.

Work with management to implement corrective and preventive actions.

Track whether process improvements have reduced complaints and improved turnaround time.

Represent the voice of the customer in internal discussions.

Key Performance Indicators

First-response time

Average resolution time

Percentage of tickets resolved within SLA

Number and ageing of pending tickets

Reopened-ticket rate

Customer satisfaction score

Number of escalations

Quality and completeness of ticket documentation

Reduction in recurring complaints

Team productivity and adherence to processes

Required Qualifications and Experience

Graduate degree in any discipline.

Approximately 5–8 years of experience in customer service, customer success, operations or relationship management.

At least 2 years of experience leading a customer-support team.

Experience using Freshdesk, Zoho Desk, Zendesk or a similar ticket-management platform.

Experience in property management, real estate, hospitality, banking or another service-oriented industry would be an advantage.

Skills and Competencies

Strong written and verbal communication skills.

Excellent problem-solving and conflict-resolution ability.

Empathy combined with firmness and sound judgement.

Ability to remain calm while handling demanding or dissatisfied customers.

Strong follow-up, coordination and organisational skills.

Ability to interpret support data and convert it into practical improvements.

Comfortable working with service-level targets and performance dashboards.

High attention to detail and documentation.

Ability to take ownership and work effectively across departments.

Ideal Candidate Profile

We are looking for someone who understands that excellent customer service is not limited to responding politely. It requires ownership, accurate information, proactive communication and reliable follow-through.

The ideal candidate will be able to balance the interests of property owners, tenants and the company while ensuring that commitments are realistic and consistently fulfilled.

CTC

6,00,000 - 7,00,000 /Year.

Pay

₹600,000.00 - ₹700,000.00 per year

Benefits

Flexible schedule

Health insurance

Paid sick time

Paid time off

Provident Fund

Work Location

In person