Customer Support Leader

Job Description: Customer Support Lead

Role Overview:

We are looking for an experienced and proactive Customer Support Lead to head our customer service operations. The role focuses on ensuring effective complaint resolution, strict SLA adherence, and continuous improvement of support processes and SOPs.
The ideal candidate will combine operational excellence with strong people leadership, ensuring every customer interaction reinforces trust, satisfaction, and brand loyalty.

Key Responsibilities:

Customer Support Operations

• Lead a team of support executives to deliver exceptional, timely, and accurate customer assistance.
• Manage day-to-day customer queries, escalations, and service requests through multiple channels (email, chat, call, etc.).
• Ensure all complaints are resolved efficiently, maintaining high customer satisfaction levels.

Complaint Resolution & Escalation Handling

• Take ownership of escalated cases and ensure quick, customer-centric resolutions.
• Identify recurring issues and coordinate with Product, Tech, and Operations teams for long-term fixes.
• Maintain a structured complaint tracking and reporting mechanism to drive accountability.

SLA Monitoring & Performance Management

• Define, monitor, and ensure compliance with all Service Level Agreements (SLAs).
• Track and analyze key support KPIs: CSAT, NPS, First Response Time (FRT), Average Resolution Time (ART), and Escalation Rate.
• Identify SLA breaches, investigate root causes, and implement preventive measures.
• Prepare weekly and monthly performance dashboards for management review.

SOP & Process Improvement

• Review and refine Support SOPs to enhance response quality, speed, and accuracy.
• Introduce new tools, automation, or workflows to streamline ticket management and improve efficiency.
• Ensure consistent adherence to internal quality standards and process documentation.

Team Leadership & Development

• Mentor, coach, and motivate the support team to achieve performance targets.
• Conduct regular training sessions to improve communication, empathy, and product knowledge.
• Foster a positive work culture emphasizing accountability, ownership, and customer-centricity.

Customer Insights & Experience

• Analyze feedback to identify service gaps and recommend process or product improvements.
• Partner with cross-functional teams to close the loop on feedback and reduce complaint recurrence.
• Represent the Voice of the Customer (VoC) in strategic discussions to drive business improvements.

Required Qualifications & Skills:

• Bachelor’s degree +Master Degree any stream.
• 3-4 years of experience in customer support, complaint management, or service operations, with 2+ years in a leadership role is mandate
• Strong understanding of SLA management, team performance metrics, and support analytics.
• Excellent communication, conflict-resolution, and decision-making skills.
• Proficiency in CRM and ticketing tools (Zendesk, Freshdesk, Salesforce, HubSpot, etc.).
• Data-driven mindset with the ability to generate and interpret operational reports.

Job Types: Full-time, Permanent

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Internet reimbursement
• Provident Fund

Work Location: In person