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