Key Responsibilities
Team Leadership & Performance
- Lead, mentor, and manage the entire Customer Support team, including senior members handling sub-teams of 2–3 executives
- Design and monitor KPIs and performance metrics
- Drive team productivity, service quality, and customer satisfaction
- Conduct regular performance reviews, coaching, and feedback sessions
- Identify underperforming team members and hold dedicated meetings to address and improve performance
- Assist all team members with day-to-day work-related issues and challenges
Training & Development
- Handle onboarding, training, and technical upskilling of team members
- Ensure the team stays updated on tools, processes, and best practices
Customer Support & Operations
- Handle customer escalations professionally and ensure timely resolution
- Communicate effectively with customers and internal teams
- Maintain high service standards and improve customer retention
- Monitor support processes and recommend workflow improvements
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field
- 1-2 years of experience in Customer Support, including team handling or leadership responsibilities
- Strong leadership, communication, and interpersonal skills
- Experience managing customer support operations and team performance
Ability to work independently, stay proactive, and make informed decisions in a fast-paced environment.
Required Skills
- Leadership: Team Management, Coaching, Performance Management
- Customer Support: Escalation Handling, Customer Satisfaction, Service Excellence
- Performance Management: KPI Design, Productivity Tracking, Quality Monitoring
- Communication: Excellent English (Written & Verbal), Client Relationship Management
- Tools: CRM Software, Ticketing Systems, Microsoft Office
- Operations: Reporting, Documentation, Process Coordination
Preferred Skills
- Experience designing and implementing customer support KPIs
- Strong team-building and mentoring abilities
- Knowledge of customer support tools and workflow management
- Excellent problem-solving and decision-making skills
- Experience handling multiple priorities in a fast-paced environment
- Strong analytical and reporting skills
- Professional attitude with an ownership mindset, active and hands-on approach
Interested candidates can even share their resume at [email protected]
Pay: ₹10,456.48 - ₹25,000.00 per month
Ability to commute/relocate:
- Ludhiana, Punjab (Ludhiana): Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer support: 1 year (Required)
Shift availability:
Work Location: In person
