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Saaki Argus And Averil Consulting
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Customer Support Lead

Customer Support Lead

Saaki Argus And Averil Consulting

5 - 10 years

|

18 - 20 Lacs

Posted:3 days ago| Platform:

Apply

Skills Required

escalation management customer support helpdesk zendesk salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Lead, mentor, and coach the support team to deliver exceptional service.
Manage daily operations across ticketing, chat, phone, email, and the Help Centre.
Monitor KPIs (response time, resolution rate, CSAT/NPS, account health) and report performance trends.
Develop training materials and maintain the knowledge base to boost first-contact resolution and self-service.
Act as the escalation point for complex issues and escalate to senior management when necessary.
Collaborate with Enterprise Applications, Product, and Engineering to translate customer feedback into improvements.
Implement best practices, tools, and processes to scale support operations, including follow-the-sun coverage.
Drive initiatives that enhance customer experience, reduce churn, and increase retention.

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Saaki Argus And Averil Consulting

Recruitment and Consulting

Not publicly listed

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