Lead - Client Support

About Keka

Keka has been a silent revolution in the making since our launch 6 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 4000 businesses across India and the world. Today we are Indias #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love. We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We dont hide and we arent afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.

Objective

To define the roles, responsibilities, and standard processes to be followed by the Support Lead in managing the day-to-day operations of the support team, driving customer satisfaction, handling escalations, and ensuring alignment with product and business objectives.

Role Definition

The Lead Client Support is responsible for overseeing day-to-day client support operations, ensuring a high standard of customer experience, and acting as the escalation point for complex or high-impact issues. This role combines hands-on problem-solving with team leadership, process improvement, and cross-functional collaboration. This role is a senior-level position typically requiring a minimum of 35 years of experience in client-facing support, with at least a year in a leadership or supervisory role.

Key Responsibilities

• Team Leadership & Management
• Be the go-to person when the support team hits a roadblock with tech/support issues
• Manage workloads, distribute tickets effectively, and ensure balanced coverage.
• Conduct regular 1:1s and team sync-ups to track performance and provide mentorship.
• Client Escalation Handling
• Step in for high-impact or sensitive client issues and resolve them swiftly.
• Ensure timely resolution with regular updates to stakeholders.
• Maintain a customer-first approach and ensure high satisfaction (CSAT).
• Process Improvement
• Identify recurring pain points and streamline how we address them.
• Maintain documentation for standard support procedures and use cases.
• Collaboration with Cross-Functional Teams
• Act as the bridge between support and product/engineering teams.
• Escalate bugs and dev issues to ensure timely resolution/progressive updates.
• Share valuable client feedback that could shape product improvements.
• Support Reporting & Analytics
• Monitor and analyze key support metrics: ticket volume, resolution time, SLA adherence, and CSAT.
• Generate weekly/monthly performance reports and share insights with management.
• Identify trends and areas for improvement through data collection.
• Conduct RCA (Root Cause Analysis) for repeat or critical support incidents.
• Knowledge Management
• Maintain and regularly update the internal knowledge base and client-facing help docs.
• Ensure the team is well informed about product updates and changes.
• Training & Enablement
• Conduct ongoing training for team members on product knowledge and support tools.
• Organize role-specific sessions for handling complex HRMS workflows (e.g., payroll, leave, attendance, and onboarding).
  

Daily Tasks

• Monitor support queues and critical tickets.
• Assist team members in troubleshooting.
• Attending stand-up or sync-up meetings is important.
  

Soft Skills Required

• Excellent communication & empathy
• Strategic thinking
• Decision-making under pressure
• Conflict resolution
• Team coaching and people management