Job Description

About Us: Supernova is an innovative AI tutoring startup dedicated to revolutionizing the way learners acquire new skills and knowledge. We leverage cutting-edge AI to provide personalized and impactful educational experiences. As a fast-growing company, we are committed to delivering exceptional support to our users and ensuring seamless interactions at every touchpoint. Job Summary: We are seeking a proactive and empathetic Team Lead - Customer Support to oversee and inspire our customer support team. The ideal candidate will have a strong background in customer service leadership, excellent communication skills, and the ability to resolve complex issues efficiently. This role demands a passion for education and technology, as well as a commitment to guiding our users to success. Key Responsibilities: Team Leadership: Lead and mentor a team of customer support executives, fostering a collaborative and high-performing environment. Performance Monitoring: Track and assess team performance through KPIs and metrics, providing constructive feedback and coaching. Issue Resolution: Handle escalated queries related to our AI tutoring services and ensure prompt resolution with empathy and accuracy. Process Optimization: Develop and implement best practices to enhance customer satisfaction and streamline support workflows. Training and Development: Regularly train the team on new features, updates, and customer engagement techniques. Multilingual Support: Guide the team in offering multilingual assistance, ensuring quality service in Hindi and other local languages (preferably Tamil). Collaboration: Work closely with product and tech teams to relay customer feedback and contribute to improvements. Reporting: Prepare comprehensive reports on customer interactions, support trends, and team performance to inform decision-making. Key Requirements: Minimum 6 years of experience in customer support, with at least 3 years as team lead. Proven experience leading and managing support teams, preferably in a tech or ed-tech startup. Strong problem-solving skills and attention to detail. Multilingual proficiency: Fluency in Hindi and any other local language (preferably Tamil). Excellent communication skills with the ability to handle challenging situations with empathy and professionalism. Familiarity with CRM and customer support tools. Passion for education and technology, with a commitment to delivering top-notch support. Ability to work in a fast-paced, dynamic startup environment. Benefits: Competitive salary with performance-based incentives. Health insurance and wellness programs. Opportunities for career growth and skill development. A collaborative and inclusive work culture. Being part of a cutting-edge AI tutoring platform that's changing the face of education.