Job Description

Customer Support Lead Role Overview: As the Customer Support Lead, you will be responsible for overseeing the day-to-day operations of the customer support team. You will manage a team of support agents, ensuring the team provides exceptional service to customers while maintaining efficiency and consistency. You will serve as the primary point of contact for escalated issues and work closely with cross-functional teams to improve our support processes. Key Responsibilities: Lead, mentor, and develop a team of customer support agents, ensuring they have the resources and training they need to succeed. Act as the first point of escalation for complex or high-priority customer issues, resolving them in a timely and efficient manner. Monitor and analyze team performance metrics, providing regular feedback and coaching to improve customer satisfaction, response times, and resolution rates. Collaborate with cross-functional teams, including product, sales, and engineering, to address customer feedback and issues that require attention. Implement and maintain best practices for customer support workflows, including the use of support software, troubleshooting guidelines, and ticket management. Ensure the customer support team adheres to service level agreements (SLAs) and maintains a high level of professionalism in all interactions. Conduct regular team meetings to provide updates, share feedback, and foster a collaborative environment. Contribute to the development of training materials and onboarding processes for new hires. Identify opportunities to streamline processes, reduce customer wait times, and improve the overall customer support experience. Skills and Qualifications: Proven experience as a Customer Support Lead, Supervisor, or Manager, with a strong track record of managing and developing high-performing teams. Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members. Strong problem-solving skills, with the ability to remain calm and focused under pressure. Experience with customer support software and ticket management systems (e.g., Zendesk, Freshdesk, etc.). Ability to analyze data and performance metrics to make informed decisions. Customer-centric mindset with a passion for delivering exceptional service. Strong organizational and time-management skills, with the ability to manage multiple priorities. Ability to work independently and as part of a collaborative team. Experience in a [industry] environment is a plus. Education: Bachelors degree or equivalent experience. Benefits: Flexible working hours. Paid time off. Health Insurance. Collaborative and inclusive work culture. Employee Engagement Activities. Reward and recognition program. Travel Reimbursement. Employee Referral Bonus. To Apply :- Please share your updated Resume with us at hr@provakil.com