About this role
We are looking for a Manager – Customer Support & Sales Operations who can lead both customer support and revenue-focused sales operations. This role is ideal for someone who can manage daily support performance, improve customer experience, coach teams, and drive revenue through trial conversions, upgrades, add-ons, and customer growth opportunities. You will work closely with the Head – Customer Experience and Operations to drive execution, align on priorities, and ensure consistent delivery across support operations. You will be expected to understand processes quickly, take control of day-to-day operations, and build strong alignment with the leadership layer to ensure delivery standards are consistently met. Roles & responsibilities Manage day-to-day support operations across chat, email, calls, and other customer channels. Ensure fast, accurate, and high-quality customer responses while improving CSAT, resolution time, response time, backlog, and QA scores. Lead sales motions focused on converting free users, trial users, and existing customers into paid or higher-value customers. Drive upgrades, add-on adoption, and revenue opportunities Coach team members on customer communication, product knowledge, consultative selling, objection handling, and ownership. Build and improve support playbooks, sales scripts, escalation flows, macros, help content, and internal processes. Track team performance using support, sales, revenue, and customer experience metrics. Identify recurring customer issues, product friction, churn risks, and revenue opportunities from customer conversations. Work closely with Product and Marketing teams to improve the customer journey. Train, mentor, and performance-manage team members.