Job Title: Head of Customer Support
Location: Naraina Vihar, New Delhi - 110028
Employment Type: Full-Time, In-office
About RoadCast
RoadCast is a leading logistics automation platform that helps businesses scale with our AI-powered mobility management suite. We're looking for a Head of Customer Support to lead our support team, improve service processes, and ensure our clients get quick, effective solutions.
Responsibilities:
Lead and mentor the customer support team.
Build and improve support processes for faster issue resolution.
Handle client escalations and ensure customer satisfaction.
Track and improve performance metrics like response time and CSAT.
Work with product and operations teams to resolve recurring issues.
Train team members on product knowledge and customer handling.
Requirements:
Graduate in any discipline (MBA preferred).
6+ years in customer support, with at least 3 years in a leadership role.
Strong communication, leadership, and problem-solving skills.
Experience with CRM/ticketing tools like Freshdesk, Zendesk, or HubSpot.
Industry experience in logistics, SaaS, or mobility is a plus.
Job Type: Full-time
Pay: ₹600,000.00 - ₹1,000,000.00 per year
Education:
Bachelor's (Required)
Experience:
Customer relationship management: 5 years (Required)
Work Location: In person
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