Customer Support Lead

Job Description

Job type: Full Time (Onsite) Experience: 3 - 5 years Role Overview: The Customer Support Lead will be responsible for managing the customer support team, ensuring smooth operations, driving revenue from cart abandonments, reducing COD cancellations, and optimizing the overall customer experience. They will oversee call center performance, chat engagements, escalations, and data reporting, ensuring all key performance indicators (KPIs) are met. Key Responsibilities: Oversee abandoned cart follow-ups and improve purchase conversion rates. Monitor and approve discount offers to boost cart recovery. Ensure timely follow-ups and address confirmation for COD orders. Supervise team communication on WhatsApp, Instagram, Facebook, etc. Improve chat-to-purchase conversions and maintain fast response times. Set targets, track performance, and conduct quality checks for the team. Analyze key metrics and customer feedback to share actionable insights. Handle customer complaints and work on reducing cancellations and returns. Support customer loyalty initiatives to increase repeat purchases. Qualifications: 3–5 years of experience in customer support, e-commerce operations, or sales. Strong communication and persuasion skills, both written and verbal. Experience in handling cart abandonment, COD orders, and digital customer interactions (WhatsApp, Instagram, Facebook, etc.). Comfortable using CRM tools and tracking performance metrics. Ability to lead a team, set targets, and conduct quality checks. Problem-solver with a customer-first mindset and attention to detail. Show more Show less