Customer Support Lead

Job Title: Customer Support Lead

Location: Gurgaon (Sikanderpur)

Reports to: Operations Manager

Job Type: Full-Time

About Company

ZAG Tech is transforming the waste management industry by leveraging technology to create a more transparent, efficient, and sustainable ecosystem. Our mission is to digitize waste collection by building a strong community of collectors, scrap dealers and recyclers, empowering them with better opportunities while ensuring responsible waste recovery.

We focus on aggregating waste for recycling, implementing real-time monitoring of facilities, and optimizing resource utilization. Additionally, our platform WNDY (https://wndy.in/) connects buyers and sellers, fostering a circular economy that reduces waste and promotes sustainability.

Job Summary

We are seeking an experienced Customer Support professional to lead and enhance our customer support operations. The ideal candidate will oversee a team of support agents, ensuring efficient handling of user queries and timely resolution of issues. The ideal candidate will have a proven experience in customer support management, excellent leadership and communication skills, and a proactive approach to problem-solving.

Key Responsibilities

• Create Standard Operating Procedures (SOPs) for customer interactions based on the user journey on the app.
• Implement process automation strategies to minimize manual interventions for increasing the efficiency in the customer support operations.
• Regularly audit and evaluate call quality to ensure adherence to SOPs and service standards.
• Provide feedback to agents and conduct training sessions for continuous improvement.
• Oversee timely resolution of customer issues as per defined TAT.
• Monitor escalations and ensure critical concerns are addressed promptly.
• Monitor customer support chats and emails to identify key trends, analyze customer concerns, and define actionable insights to enhance support team efficiency and response strategies.
• Identify trends in user queries and work towards proactive resolution strategies.
• Collaborate with the Ground Operations and Marketing teams to align support strategies with business goals.
• Ensure seamless coordination for resolving customer concerns and fulfilling company requirements.

Qualifications and Skills

• A bachelor's degree in business administration, management, or a related field is preferred.
• More than 2 years of experience in Customer support, Call Centre Handling and Quality Assurance.
• Proven experience in customer support..
• Strong understanding of customer support processes and automation tools.
• Excellent communication and problem-solving skills.
• Ability to analyze data, monitor trends, and optimize support operations.
• Experience in working with CRM and ticketing systems is a plus.

Why Join Us:

At ZAG, we believe in empowering our employees to reach their full potential while creating solutions that truly matter.

As a valued member of our team, you’ll enjoy:

• Continuous learning opportunities, a competitive benefits package, and a supportive team.
• Opportunity to work with a team of passionate professionals and industry leaders committed to sustainability and innovation.
• A supportive and inclusive work environment where your ideas matter.

ZAG Tech is an equal opportunity employer. Join us in reshaping the future of waste management.