Group Leader- Customer Support

Role Overview

The Group Leader Customer Support will be responsible for leading and managing the customer support team to deliver exceptional service, ensure customer satisfaction, and drive process improvements. The role involves overseeing daily operations, resolving escalated issues, implementing service strategies, and mentoring team members to meet performance targets.

Key Responsibilities

Team Leadership & Operations Management

• Lead, supervise, and motivate customer support executives and team leads.
• Allocate resources effectively to ensure timely and accurate customer responses.
• Monitor team performance using KPIs such as response time, resolution time, and customer satisfaction scores.
• Conduct regular team meetings, training sessions, and performance reviews.

Customer Issue Resolution

• Handle and resolve escalated customer queries, complaints, and service requests.
• Coordinate with cross-functional teams (sales, technical, logistics) to address complex issues.
• Ensure high levels of first-contact resolution and customer retention.

Process Improvement & Quality Assurance

• Develop and implement standard operating procedures (SOPs) for consistent service delivery.
• Identify gaps in processes and suggest improvements to enhance efficiency.
• Monitor customer feedback and use insights to drive service enhancements.

Reporting & Analysis

• Prepare weekly/monthly reports on customer support performance metrics.
• Analyze data to identify trends, recurring issues, and areas for improvement.
• Present insights to senior management with recommendations for strategic actions.

Training & Development

• Provide ongoing training to enhance product knowledge, communication skills, and problem-solving abilities of the team.
• Create career development plans for team members to improve retention and performance.

Key Skills & Competencies

• Strong leadership, coaching, and mentoring skills.
• Excellent communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Experience with CRM tools (Salesforce, Zendesk, Freshdesk, etc.) and ticket management systems.
• Ability to work under pressure while maintaining service quality.
• Customer-centric mindset with a focus on relationship building.