Customer Support

• To manage and support the Customer Service Officers in order to ensure the maintenance of high service quality, while directly managing an assigned portfolio of key accounts.
• Lead and mentor a team of Customer Service Relationship Officers, ensuring high-quality service delivery.
• Oversee the management of customer accounts to ensure satisfaction, loyalty, and retention.
• Build and maintain strong relationships with senior stakeholders and decision-makers.
• Resolve complex customer issues and escalate appropriately when required.
• Support the credit control and sales teams by managing credit notes and resolving payment disputes.
• Prepare and present reports on key account performance and customer service metrics to the CC & DI Manager.
• Work closely with clients to understand their digital needs and ensure seamless integration of digital tools.
• Coordinate with internal technical teams to implement digital solutions effectively.
• Monitor and optimize digital integration processes to meet agreed performance standards.
• Conduct regular client reviews to assess digital solution effectiveness and recommend improvements.
• Manage onboarding of new clients, including the introduction of digital platforms (e.g., ShopCoats) and tools.
• Provide training and support to customers on digital systems and processes.
• Collaborate with customer support teams to resolve post-integration challenges and sustain client satisfaction.

Associate Manager, Customer Services

• Lead global L1–L3 support teams across products, regions, time zones, and 24x5 / 24x7 operations
• Own customer experience, service quality, SLAs, escalations, and KPIs such as CSAT, backlog health, true resolution time, and repeat issue reduction
• Manage workforce planning, capacity planning, and resource allocation to ensure reliable support coverage
• Collaborate with Product Engineering, Quality Engineering, and Infrastructure to improve availability, reliability, and resolution timelines
• Drive ITIL-aligned incident, problem, and change management practices
• Maintain compliance alignment for GDPR, SOC 2, data handling, access controls, and audit readiness
• Create a structured customer feedback loop into Product and Engineering to support quality and roadmap improvements
• Promote accountability, continuous improvement, and customer-centricity across the support function

Senior Manager – Customer Support

• Oversee the end-to-end order fulfillment process via SAP and e-commerce platforms, ensuring 100% data accuracy and fast turnaround.
• Serve as the primary point of contact across digital and voice channels, providing professional technical support and query resolution.
• Proactively monitor potential order failures and coordinate immediate solutions to maintain high customer satisfaction.
• Work closely with Production, Planning, and Logistics teams to streamline the flow of goods to the customer.
• Drive the adoption of digital ordering tools and provide feedback for system enhancements.
• Manage customer complaints and service records through Salesforce (SFDC) to ensure continuous service improvement.

Customer Support jobs in Sri Lanka

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Associate Manager, Customer Services

Senior Manager – Customer Support

Customer Services Officer