Support Team Lead – Fast2SMS
Job Summary:
Lead and manage the customer support team to ensure timely issue resolution, excellent customer service, and achievement of support KPIs.
Key Responsibilities:
- Supervise and support Customer Support Executives.
- Monitor tickets, chats, emails, and escalations.
- Ensure SLA compliance and high customer satisfaction.
- Conduct performance reviews, coaching, and training.
- Coordinate with technical and product teams for issue resolution.
- Track team metrics and prepare performance reports.
- Improve support processes and customer experience.
Requirements:
- Bachelor's degree preferred.
- 1–5 years of customer support experience in CPaaS Domain.
- Strong communication, problem-solving, and team management skills.
- Experience with CRM/ticketing tools.
Location: Bhopal, Madhya Pradesh
Employment Type: Full-Time
Pay: ₹20,000.00 - ₹60,000.00 per month
Work Location: In person
