Job Summary
We are seeking a proactive and experienced Customer Support Lead to oversee and enhance our customer support operations. The ideal candidate will lead a team of support executives, ensure high customer satisfaction, and drive continuous improvement in service delivery. This role requires strong leadership, problem-solving abilities, and a customer-first mindset.
Key Responsibilities
- Lead, mentor, and manage a team of customer support representatives
- Monitor daily support operations and ensure SLAs and KPIs are consistently met
- Handle escalated customer issues and provide timely resolutions
- Develop and implement customer support policies, processes, and best practices
- Analyze customer feedback and identify areas for service improvement
- Collaborate with cross-functional teams (Product, Sales, Tech) to resolve issues
- Prepare reports on team performance, customer satisfaction, and support metrics
- Conduct regular training sessions to enhance team skills and knowledge
- Ensure high-quality communication standards across all customer interactions
Required Skills & Qualifications
- Bachelor’s degree in Business, Communication, or related field
- 5+ years of experience in customer support, with at least 1–2 years in a leadership role
- Strong leadership and team management skills
- Excellent verbal and written communication skills
- Experience with CRM tools (e.g., Zendesk, Freshdesk, Salesforce)
- Strong problem-solving and conflict resolution abilities
- Ability to work in a fast-paced, customer-centric environment
- Analytical mindset with experience in reporting and metrics tracking
Preferred Qualifications
- Experience in managing omni-channel support (email, chat, phone, social media)
- Knowledge of customer experience (CX) strategies and tools
- Certification in customer service or leadership (optional)
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Response Time (FRT)
- Resolution Time
- Ticket Volume & Backlog Management
- Team Productivity & Quality Scores
What We Offer
- Competitive salary and performance-based incentives
- Opportunities for career growth and leadership development
- Collaborative and supportive work environment
- Training experience
Note: This role requires strong ownership, a customer-first approach, and the ability to drive team performance while maintaining high service standards.Should have training certification
Name
Email
Contact
Current Location
Home town
Notice Period
CTC
ECTC
Offer
Reason for Change
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
