Live Chat & Email Support Manager (Udaipur)

Company Description iCubes.org is a growing digital agency focused on helping clients achieve measurable results in website development and internet marketing. The team brings together analytical specialists, creative professionals, developers, and business strategists to support a wide range of business goals. The agency has strong expertise in WordPress and Magento development, as well as SEO, SEM, and email marketing services. iCubes.org is building a collaborative, performance-driven culture where team members can contribute ideas and grow their skills in a dynamic environment.
Role Description The Live Chat & Email Support Manager (Udaipur) is a full-time, on-site role responsible for leading and optimizing customer support operations via live chat and email. This role oversees a team of support representatives, manages scheduling, and ensures timely, accurate responses to customer inquiries. The manager will create and refine support workflows, maintain quality standards, and provide coaching and training to team members. Day-to-day tasks include monitoring performance metrics, handling escalations, collaborating with technical and marketing teams to resolve issues, and documenting processes and FAQs. The role also involves identifying opportunities to improve customer experience, implementing best practices, and reporting on support trends to leadership.
Qualifications
Strong customer service, live chat, and email support skills, with the ability to manage complex inquiries and escalations.
Team leadership and people-management experience, including coaching, performance monitoring, and scheduling.
Proficiency with support and communication tools (e.g., helpdesk systems, CRM platforms, chat software, email clients).
Excellent written and verbal communication skills in English; ability to communicate clearly and professionally with diverse customers.
Solid organizational and time management skills, with attention to detail and the ability to handle multiple conversations concurrently.
Experience in a digital agency, SaaS, or online services environment is preferred; familiarity with website development or internet marketing is an advantage.
Analytical mindset with the ability to interpret support metrics, identify trends, and recommend process improvements.
Bachelor’s degree in any discipline or equivalent practical experience; previous experience in a support lead or manager role is highly desirable.
Comfort working on-site in Udaipur, with a collaborative attitude and willingness to coordinate across teams.

Work arrangement
No