Associate Manager, Customer Support

CoreLogicKolkata, India | West BengalOnsite

At CoreLogic, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. CoreLogic is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

We are seeking a dedicated and proactive Associate Manager of Customer Support to lead a team in delivering high-quality, efficient, and friendly customer support. This role involves overseeing day-to-day support operations, managing team performance, and ensuring that customer inquiries are resolved effectively through various channels, including chat, email, and web inquiries. The ideal candidate will have a customer-centric mindset, strong problem-solving skills, and the ability to drive team success in a fast-paced environment.

Key Responsibilities:

Customer Interaction Management: Oversee and assist with the handling of incoming customer inquiries via chat, email, and web. Ensure timely and effective support for basic customer issues, including software navigation, technical inquiries, password recovery, and database assistance.
Team Leadership & Mentorship: Guide and mentor customer support associates, ensuring they achieve high performance in one touch resolution, length of resolution, customer satisfaction scores, and quality of service. Conduct regular feedback sessions to support continuous improvement and skill development.
Queue & Case Management: Actively monitor team queues, ensuring inquiries are assigned and resolved promptly. Assist in balancing workloads across the team and ensure SLAs and performance metrics, such as a 90% customer satisfaction score, are consistently met or exceeded.
Escalation Procedures: Implement and oversee proper escalation procedures for more complex issues that require advanced support. Ensure escalations are documented with all relevant details, such as job numbers, screenshots, usernames, and step-by-step issue recreation.
Quality Control & Process Improvement: Ensure that all customer interactions are documented accurately in the ticket tracking system with appropriate levels of detail. Identify patterns in inquiries and work with the team to improve resolution processes for faster and more effective support.
Performance Metrics & Reporting: Track and report on team performance metrics, including one touch resolution rates, length of resolution, customer satisfaction scores, and interaction types. Use data to identify areas for improvement and drive the team's performance goals.
Professional Help Desk Image: Promote a professional and consistent help desk image by leading the team to provide a high-quality, knowledgeable, and friendly service to internal and external customers.
Availability & Responsiveness: Manage shift schedules and ensure team members are actively engaged, available, and working during designated shifts. Support the team in handling peak periods by stepping in as needed.

Job Qualifications:

Bachelor’s degree preferred, with courses or experience in MIS, CS, or a related field. A high school diploma with equivalent work experience will be considered.
Minimum of 1 year of experience in customer service or software quality assurance, with a preference for technology-related customer support.
Prior experience leading or mentoring a customer service team is highly desirable.
Willingness to work non-traditional shifts, including weekends if required.
Demonstrated problem-solving skills, with a natural inclination for resolving issues efficiently and effectively.
High energy and a proactive, self-starting team player with a strong sense of urgency.
Ability to work in a fast-paced environment, think quickly, and adapt to unstructured situations.
Typing speed of at least 50 words per minute, with excellent written and verbal communication skills.
Knowledge of the construction industry or restoration is a plus.

Skills and Competencies:

Strong leadership and team management skills.
Clear communication with excellent grammar and spelling.
Ability to document and analyze customer interactions accurately.
Familiarity with customer support ticketing systems and escalation processes.
Experience with performance metrics and goal tracking.
Ability to stay composed under pressure and handle multiple tasks effectively.

This role is an excellent opportunity for an experienced customer support professional to step into a leadership role, guiding a team in delivering an exceptional customer experience. If you have a passion for problem-solving, a commitment to high-quality service, and the skills to manage and inspire a team, we encourage you to apply.

CoreLogic's Diversity Commitment:

CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

Equal Opportunity Employer Statement:

CoreLogic is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard toreligion, race, caste, sex, descent, place of birth, residence or any of them, be ineligible for, or discriminated against in respect of, any employment or office under the State.CoreLogic maintains a Drug-Free Workplace. Please apply on our website for consideration.Privacy Policy - http://www.corelogic.com/privacy.aspx