Job Description

Customer Support Executive / Team Lead

Experience Required:

Customer Support Executive: 0-2 years
Team Lead: 4-6 years (with team management experience)
Key Skills & Requirements:

Empathy: Understand and address customer concerns with patience and care.
Product Knowledge: Deep understanding of our product/services to offer effective support.
Problem-Solving: Quickly identify issues and provide timely resolutions.
Project Management: Manage multiple tasks and customer accounts efficiently.
Analytical Thinking: Use data and key metrics to drive decisions and demonstrate value.
Team Management: (For Team Lead only) Proven experience in managing a team of 5-10
people.

What You'll Do:

Customer Onboarding:
Guide new customers through the setup process to ensure a smooth and positive start.

Customer Engagement:
Maintain regular communication to understand client needs, address concerns, and share

updates about new features and enhancements.

Renewals & Retention:
Proactively manage customer renewals, showcase product value, and reduce churn.

Customer Advocacy & Feedback Loop:
Represent the voice of the customer internally by sharing feedback with the product and

marketing teams.

Upselling & Cross-Selling:
Identify and recommend suitable add-on features or services to maximize customer value.

Metrics & Reporting:
Track and report on key success metrics like CSAT, NPS, churn rate, and product usage to

ensure a measurable impact on customer satisfaction.

Issue Resolution:
Resolve escalations quickly while maintaining strong, positive customer relationships.

Ideal Candidate Profile:

Strong interpersonal and communication skills
Self-driven with a customer-first mindset
Comfortable working in a fast-paced environment
(For Team Leads) Experience mentoring and coaching a small team
Job Type: Full-time

Pay: ₹20,000.00 - ₹28,000.00 per month

Work Location: Remote