Customer Support Executive

Saaki Argus And Averil Consulting

3 - 6 years

8 - 9 Lacs

chennai

Posted:Just now| Platform:

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Skills Required

escalation management customer support helpdesk zendesk salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Define and drive
the global support strategy to deliver exceptional, scalable customer experiences across all channels (ticketing, chat, phone, email, Help Centre).
Lead and inspire
support leaders and teams, fostering a high-performance culture focused on accountability, empathy, and continuous improvement.
Oversee operational excellence
, leveraging KPIs (CSAT, NPS, FCR, resolution time, account health) to inform decisions and optimize service delivery.
Champion customer-centric innovation
by translating insights into product and process improvements in partnership with Product, Engineering, and Enterprise Applications.
Strengthen governance
by implementing best-in-class tools, knowledge systems, and follow-the-sun support models to ensure 24/7 responsiveness.
Serve as executive escalation point
, resolving complex issues and aligning with senior leadership on risk, compliance, and customer impact.
Drive retention and loyalty
through proactive support initiatives that reduce churn and elevate the customer journey.

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