Job Description

Job Summary:

We are seeking a proactive and experienced Customer Support - Team Leader to guide, mentor, and support our customer success team. The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices. You'll play a pivotal role in creating SOPs, improving KPIs, and maintaining a high standard of service excellence.

How you will make an impact:

Team Leadership & Supervision

: Lead, motivate, and mentor the Customer Support and Operations team to ensure seamless service delivery and consistent operational execution.

Customer Experience Management

: Drive superior customer service by ensuring timely resolution of queries, maintaining high CSAT, NPS, and customer retention metrics.

Operational Coordination

: Oversee and coordinate daily operations including appointment scheduling with partner labs, managing logistics for sample pickups, and ensuring SLAs are met across the board.

Appointment & Service Scheduling

: Streamline appointment booking processes with labs and customers. Optimize technician schedules and resource allocation to improve effi ciency and customer satisfaction.

Process Compliance

: Ensure adherence to standard operating procedures, internal quality controls, and data handling protocols across all customer and operational touchpoints.

SOP Creation & Implementation

: Design, document, and implement scalable SOPs for both support and operations processes. Continuously refi ne workfl ows based on feedback and performance data.

CRM Tool Implementation

: Lead the implementation and optimization of a CRM tool to improve case management, customer visibility, and team productivity. Ensure proper data migration, team onboarding, training, and ongoing improvements aligned with business needs.

Performance Management

: Track and report key performance indicators (KPIs) across both support and operations. Monitor productivity, turnaround time, and customer sentiment to drive continuous improvement.

Training & Development

: Organize regular training programs and workshops for the team to enhance product knowledge, operational fl uency, and customer handling skills.

We are looking for people who:

Proven 5+ experience in a customer support or customer success leadership role. Strong understanding of customer experience metrics and tools. Advanced Microsoft Excel working knowledge is highly required.*
Are excellent communicators with a knack for coaching, cross-functional coordination, and problem-solving. Have experience implementing and managing CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce) including workflows and automation. Can build and implement scalable support and operational processes. Possess strong analytical skills and a data-driven approach to performance monitoring. Have experience working in tech-enabled customer support and operations environments.
Job Type: Full-time

Pay: ₹800,000.00 - ₹900,000.00 per year

Benefits:

Flexible schedule Health insurance Leave encashment Paid sick time Paid time off Provident Fund
Application Question(s):

What is your current in-hand salary & notice period? Have you worked in a startup environment before? Would you be open to working from the office (Tue -Fri) and from home on Saturdays? Are you okay being available for calls on Sunday mornings if required, while still having Sun and Mon off? Do you have 5+ years of proven experience in leading teams within Customer Success, Operations, and Support.
Work Location: In person