Customer Support Lead

As a Customer Support Lead at Times Internet, you will play a crucial role in enhancing the experience of premium customers across Economic Times digital products. Your responsibilities will include: - Leading end-to-end customer support operations to ensure timely and empathetic resolution of queries from premium users. - Owning and optimizing the Freshdesk setup, including workflows, SLAs, reporting, ticket categories, and escalation matrices. - Developing and enhancing chatbot experiences using tools like Freshchat or other AI platforms. - Collaborating with product and tech teams to train AI on resolving FAQs, edge cases, and context-sensitive requests. - Designing and implementing automation workflows to reduce resolution time and increase first-contact resolution rate. - Analyzing support trends to generate monthly insights for process improvement. - Conducting regular training and upskilling sessions for support executives on product knowledge, soft skills, and system updates. - Acting as the voice of the customer in internal forums to ensure customer pain points are addressed cross-functionally. To excel in this role, you should have: - 4-7 years of experience in customer support, with a minimum of 2 years in a team lead or process owner position. - Strong proficiency in using Freshdesk or similar CRM tools. - Hands-on experience in setting up and managing chatbots and AI-driven helpdesk solutions. - Understanding of customer journey design, support SLAs, and knowledge base management. - Data-driven mindset with the ability to work with analytics dashboards and ticket trend reports. - Excellent written and verbal communication skills with a high empathy quotient. - Previous experience in supporting premium or high-ticket customers would be advantageous. Join Times Internet to be a part of creating innovative products that enrich the lives of millions and help shape India Inc."s views and opinions. Take this opportunity to bring your skills and expertise to the next level in a dynamic and customer-focused environment.,