Customer Support Manager_ Automative Services

Customer Support Manager Automotive Services

We are seeking a proactive and customer-focused Customer Support Manager to lead our customer service operations, focusing on clients in the automotive repair, Bodyshop, and quick service for automotive industries. The ideal candidate understands the fast-paced nature of auto service centres and is skilled in delivering excellent support, managing B2B relationships, and driving customer satisfaction and retention.

You'll lead customer interactions, solve issues proactively, and help our users get the most value from our platform. This is a hybrid role involving both remote support and on-site customer visits to understand their pain points, provide training, and build strong relationships.

Key Responsibilities:

• Serve as the primary point of contact for key automotive clients, including Bodyshop's, quick service outlets, and garages.
• Understand client workflows and needs to provide tailored support and solutions.
• Manage a team of support executives to ensure timely resolution of client queries and issues.
• Conduct on-site visits to garage clients to provide hands-on support, training, and relationship management.
• Collaborate with product and engineering teams to communicate customer feedback and drive product improvements.
• Develop and maintain strong relationships with service managers, workshop owners, and other client stakeholders.
• Analyse support metrics and client feedback to drive improvements in service quality and customer satisfaction.
• Train clients on using company product / platforms, tools, or products effectively.
• Collaborate with internal teams (Product, Sales, Operations) to resolve issues, escalate critical concerns, and improve offerings based on client feedback.
• Monitor client health scores and initiate proactive outreach to prevent churn and drive upsell opportunities.
• Develop and implement support processes and documentation to improve customer experience.
• Maintain in-depth knowledge of our product and stay updated on new features and improvements.
• Train and guide junior support team members as we scale.
• Track support KPIs (response time, resolution rate, customer satisfaction) and report them regularly.
• Ensure service-level agreements (SLAs) are met and documented accurately.

Qualifications & Skills:

• Bachelor's degree in business, Automotive Engineering, or related field.
• 4+ years of experience in customer support, customer success, account management, or operations—preferably in the SaaS Product.
• Strong understanding of the working model of automotive workshops, Bodyshop's, and quick service centres.
• Comfortable with field visits—must be open to traveling to customer locations (garages) regularly.
• Ability to understand and explain technical concepts to non-technical users.
• Empathy, patience, and a strong customer-first mindset.
• Exceptional interpersonal and communication skills.
• Fluent in English, Arabic and Hindi.
• Experience with CRM systems (e.g. Zoho, Freshdesk, Salesforce...etc) is a plus.
• A background in automotive or garage tech is a strong advantage (but not mandatory).
• Problem-solving mindset with a passion for service excellence.
• Ability to multitask in a fast-paced, customer-first environment.