Customer Support Lead

Job Description

Key Responsibilities: Lead and supervise a team of customer support representatives. Monitor and evaluate team performance through KPIs, SLAs, and feedback. Handle escalated customer issues and provide timely resolution. Train, coach, and mentor support staff to enhance performance and growth. Develop and implement strategies to improve customer satisfaction. Collaborate with cross-functional teams (sales, tech, product) to resolve issues efficiently. Generate weekly/monthly reports on support performance and feedback trends. Ensure adherence to company policies and customer service standards. Required Skills and Qualifications: Bachelor’s degree or equivalent. 4+ years of experience in customer support, with at least 1–2 years in a leadership role. Strong communication and interpersonal skills. Ability to handle pressure and resolve conflicts effectively. Customer-centric attitude with a passion for service excellence. Strong analytical and problem-solving skills. Job Types: Full-time, Permanent Pay: Up to ₹40,000.00 per month Benefits: Provident Fund Schedule: Monday to Friday Morning shift Supplemental Pay: Performance bonus Work Location: In person Speak with the employer +91 6382689923