Manager - Customer Support (voice & Non-Voice process)

Manager - Customer Support (Voice & Non-Voice process) Location: Bangalore, India Full/ Part-time: Full time Build a career with confidence Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

This role will lead 24×7 customer service operations , ensuring continuous monitoring, incident response, and service assurance in line with defined SLAs and customer expectations. The role acts as the primary escalation point for critical incidents , driving coordination, root cause analysis, and preventive actions to improve service stability and customer experience. This role owns service performance governance , including KPIs, SLA tracking, and executive reporting, while driving process standardization, SOP compliance, and operational improvement initiatives. Working closely with engineering, product, and customer success teams, the Customer Service Manager ensures seamless collaboration during incidents, onboarding, and service changes. As a people leader, the role manages multi‑shift service teams , ensuring skill readiness, performance coaching, and consistent, high‑quality service delivery.

1. 24×7 Operations & Monitoring Own day‑to‑day 24/7 Command Center operations , ensuring real‑time monitoring of IoT platforms, asset health, alarms, and operational KPIs. Ensure timely detection of anomalies, deviations, and risks, triggering proactive or reactive actions as per defined SOPs. Maintain operational readiness across shifts, tools, and workflows. 2. Incident, Escalation & Problem Management Lead end‑to‑end incident management , including triage, prioritization, escalation, coordination, and closure. Act as the single point of operational command during major/critical incidents. Ø  Drive root cause analysis (RCA) , corrective and preventive actions to reduce repeat incidents and improve stability. 3. Service Assurance & SLA Governance Own and govern service delivery SLAs, KPIs, and operational metrics . Track SLA adherence, response times, resolution quality, backlog, and service trends. Proactively identify service gaps and drive corrective actions with internal stakeholders. 4. Performance Reporting & Analytics Produce and review weekly/monthly MIS, dashboards, and executive summaries for leadership and customers. Analyze trends, risks, recurring issues, and capacity constraints using operational data. Convert insights into actionable recommendations for operational improvement. 5. Process Excellence & SOP Ownership Define, document, and continuously improve Standard Operating Procedures (SOPs) for monitoring, incidents, escalations, and governance. Ensure process compliance, audit readiness, and consistency across shifts and teams. Drive standardization, automation, and operational maturity initiatives. 6. Cross‑Functional Coordination Coordinate with engineering, product, platform support, customer success, and field teams during incidents and steady state operations. Ensure seamless handoffs, clear ownership, and structured communication during high‑impact events. Support operational inputs for onboarding, go‑lives, and platform changes from an assurance standpoint. 7. Tools, Platforms & Automation Ensure effective use of IoT Command Center tools , dashboards, worklist/workflow systems, and collaboration platforms. Identify opportunities for automation, alert rationalization, and workflow optimization to improve response quality and efficiency. 8. People & Functional Leadership Lead and manage Command Center operations teams across shifts. Ensure skill readiness, training adherence, performance coaching, and