6,664 Support Team Lead jobs in India
Customer Support Lead
Hyderabad, Andhra Pradesh
Infinity Learn
Posted 1 day ago
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Job Description
Job Title: Escalation Lead – Customer Support
Location: Hyderabad
Department: Customer Experience / Sales Operations
About the Role
We’re looking for a Customer Support Escalation Lead to lead our escalation team and act as the single point of contact (POC) for all sales and counsellor teams . The role involves managing complex student and parent issues, coordinating with cross-functional teams, and driving process improvements to ensure a smooth and consistent customer experience.
Key Responsibilities
- Lead and mentor the escalation team; ensure timely and quality issue resolution.
- Act as the POC for sales teams for all customer-related escalations.
- Coordinate with Product, Tech, Academic, and Operations teams for quick closure.
- Handle high-impact cases from students and parents professionally.
- Track, analyze, and report escalation trends with actionable insights.
- Conduct RCA and implement preventive process improvements.
- Maintain SLA adherence and ensure transparent communication with stakeholders.
Requirements
- 2-4 years of experience in customer support / escalation management
- Strong stakeholder management, problem-solving, and communication skills.
- Experience working with sales or counsellor teams in a B2C / EdTech setup .
- Proficiency with CRM tools (Freshdesk, leadsquared , etc.) and Excel/Sheets.
- Calm under pressure and data-driven in decision-making.
KPIs
- Escalation resolution within SLA
- Sales team satisfaction
- Customer CSAT / NPS improvement
- Reduction in repeat escalations
Why Join Infinity Learn
- Work at India’s leading EdTech backed by Sri Chaitanya legacy.
- Direct impact on student and parent experience.
- Fast-paced, collaborative, and growth-oriented culture.
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0
Customer Support Lead
226010 Lucknow, Uttar Pradesh
₹45000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a dedicated and experienced Customer Support Lead to join their team in Lucknow, Uttar Pradesh, IN . This role is essential for ensuring exceptional customer service and guiding a team of support professionals. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a passion for resolving customer issues efficiently and effectively.
Responsibilities:
Responsibilities:
- Lead and mentor a team of customer service representatives, providing training, coaching, and performance feedback.
- Oversee daily customer support operations, ensuring adherence to service level agreements (SLAs) and quality standards.
- Handle escalated customer inquiries and complex issues, providing timely and satisfactory resolutions.
- Develop and implement customer service policies, procedures, and best practices.
- Monitor customer feedback and trends, identifying areas for improvement in products and services.
- Manage the scheduling and workload distribution for the support team.
- Collaborate with other departments (e.g., Sales, Technical, Product) to address customer concerns and improve overall customer experience.
- Maintain accurate customer records and interaction logs within the CRM system.
- Prepare reports on customer service performance, key metrics, and customer satisfaction levels.
- Ensure the team is equipped with the necessary knowledge and tools to provide excellent support.
- Drive initiatives to enhance customer loyalty and retention.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4 years of experience in customer service, with at least 1-2 years in a team lead or supervisory role.
- Proven experience in handling customer escalations and resolving complex issues.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and a customer-centric approach.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to train, motivate, and manage a team effectively.
- Good understanding of customer service metrics and reporting.
- Familiarity with various communication channels (phone, email, chat).
- A proactive attitude and commitment to continuous improvement.
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1
Customer Support Lead
390001 Vadodara, Gujarat
₹40000 Monthly
WhatJobs
Posted today
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Job Description
Our client is seeking a proactive and empathetic Customer Support Lead to guide their customer service team. This role is essential for ensuring the delivery of outstanding customer support, resolving complex issues, and contributing to overall customer satisfaction. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of customer service best practices. You will be responsible for managing the daily operations of the support team, including scheduling, training, performance monitoring, and coaching. You will also handle escalated customer inquiries, investigate and resolve challenging problems, and identify trends to improve support processes. Collaboration with other departments, such as product development and sales, will be key to effectively addressing customer feedback and needs. The Customer Support Lead will play a crucial role in developing and implementing customer service policies and procedures, aiming to enhance the customer experience and build lasting relationships. This position requires a commitment to excellence and a passion for helping customers.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a team of customer support representatives.
- Oversee daily operations of the customer support department.
- Provide training, coaching, and performance feedback to team members.
- Handle and resolve escalated customer inquiries and complaints.
- Develop and implement customer service policies and procedures.
- Monitor customer satisfaction levels and identify areas for improvement.
- Analyze support data to identify trends and recommend solutions to enhance service.
- Collaborate with other departments to address customer feedback and issues.
- Ensure efficient response and resolution times for customer queries.
- Maintain a high level of product knowledge to assist customers effectively.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and motivating a customer support team.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and techniques.
- Experience with CRM software and customer support ticketing systems.
- Ability to handle stressful situations and de-escalate customer issues.
- Detail-oriented with strong organizational skills.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Lead
440001 Nagpur, Maharashtra
₹450000 Annually
WhatJobs
Posted today
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Job Description
Our client is looking for a dedicated and empathetic Customer Support Lead to manage their support operations in Nagpur, Maharashtra, IN . This is a fully remote position, offering the flexibility to work from anywhere in India. You will be responsible for leading a team of customer service representatives, ensuring high levels of customer satisfaction, and maintaining efficient helpdesk operations.
As the Customer Support Lead, you will play a pivotal role in shaping the customer experience. You will coach, train, and motivate your team to deliver exceptional service, resolve complex customer issues, and uphold the company's commitment to quality. This role requires a strong understanding of customer service principles, excellent leadership skills, and a passion for helping others. You will also be involved in analyzing support metrics, identifying trends, and recommending process improvements to enhance our service delivery.
Key Responsibilities:
As the Customer Support Lead, you will play a pivotal role in shaping the customer experience. You will coach, train, and motivate your team to deliver exceptional service, resolve complex customer issues, and uphold the company's commitment to quality. This role requires a strong understanding of customer service principles, excellent leadership skills, and a passion for helping others. You will also be involved in analyzing support metrics, identifying trends, and recommending process improvements to enhance our service delivery.
Key Responsibilities:
- Lead, mentor, and manage a team of customer support representatives.
- Set performance standards and provide regular feedback and coaching to the team.
- Handle escalated customer inquiries and complex issues with professionalism and efficiency.
- Develop and implement customer service policies and procedures.
- Monitor customer support metrics and key performance indicators (KPIs), such as response time, resolution rate, and customer satisfaction scores.
- Analyze support data to identify trends, pain points, and opportunities for improvement.
- Collaborate with other departments to resolve customer issues and improve overall product/service offerings.
- Ensure consistent and high-quality customer interactions across all channels.
- Maintain an up-to-date knowledge base and support documentation.
- Participate in hiring and training new support team members.
- Bachelor's degree in any field.
- Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.
- Proven ability to lead and motivate a team.
- Excellent communication, listening, and problem-solving skills.
- Experience with CRM software and helpdesk ticketing systems.
- Strong understanding of customer service best practices.
- Ability to work independently and manage time effectively in a remote setting.
- A passion for providing outstanding customer support.
- Experience in managing remote teams is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Lead
411001 Pune, Maharashtra
₹50000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client is seeking a proactive and experienced Customer Support Lead to manage and elevate their customer service operations. This is a critical, fully remote role where you will lead a team of support specialists, ensuring exceptional service delivery and customer satisfaction. The ideal candidate possesses strong leadership skills, a deep understanding of customer support best practices, and a passion for problem-solving. You will be instrumental in developing support strategies, improving response times, and fostering a customer-centric culture.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
- Develop and implement efficient customer support processes and workflows to enhance service quality and response times.
- Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), and first-contact resolution (FCR).
- Handle escalated customer issues with professionalism and efficiency, resolving complex problems effectively.
- Collaborate with other departments (e.g., Product, Sales) to address customer feedback and improve the overall customer experience.
- Create and maintain a comprehensive knowledge base, FAQs, and support documentation.
- Identify opportunities for process improvement and implement solutions to streamline support operations.
- Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
- Ensure the team adheres to company policies and procedures while providing outstanding customer service.
- Stay up-to-date with industry trends and best practices in customer support and customer experience management.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
- Minimum of 4 years of experience in customer support roles, with at least 2 years in a supervisory or lead capacity.
- Proven ability to lead and motivate a team in a remote setting.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong understanding of customer service principles and metrics.
- Ability to manage multiple priorities and work effectively under pressure.
- Demonstrated ability to develop and implement support strategies.
- A customer-first mindset with a passion for delivering exceptional service.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Lead
380001 Ahmedabad, Gujarat
₹500000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client is seeking a highly motivated and experienced Customer Support Lead to manage and elevate their customer service operations. This fully remote position allows you to leverage your expertise to guide a team of support professionals and ensure exceptional customer satisfaction. The ideal candidate will have a strong background in customer service, excellent leadership capabilities, and a passion for resolving customer issues effectively and efficiently. You will be responsible for setting performance standards, training team members, and continuously improving support processes.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of customer support representatives, fostering a positive and productive environment.
- Set performance goals and conduct regular performance reviews for team members.
- Monitor support queues and ensure timely and effective resolution of customer inquiries and issues via various channels (phone, email, chat).
- Develop and implement customer support policies and procedures to enhance efficiency and customer satisfaction.
- Train new support staff and provide ongoing training to existing team members on products, services, and support best practices.
- Handle escalated customer complaints and complex issues, working towards satisfactory resolutions.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Collaborate with other departments (e.g., product, sales, technical support) to address customer needs and improve overall service delivery.
- Ensure the team adheres to service level agreements (SLAs) and maintains high-quality standards.
- Prepare reports on team performance, customer satisfaction, and key support metrics.
- Act as a point of escalation for critical customer issues.
- Continuously seek ways to improve the customer support experience.
- Stay up-to-date with company products and services to provide accurate information.
- Minimum of 4 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
- Proven ability to lead and motivate a team.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Experience with CRM software and customer support ticketing systems.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Proficiency in standard office software (e.g., Microsoft Office Suite).
- High school diploma or equivalent; a bachelor's degree is preferred.
- Calm and patient demeanor, with the ability to handle difficult customer situations professionally.
- Adaptability and a willingness to learn new products and processes.
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5
Customer Support Lead
390001 Vadodara, Gujarat
₹48000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Customer Support Lead to oversee their customer service operations. This role offers a hybrid work arrangement, combining on-site leadership with remote team management capabilities. You will be responsible for leading a team of customer support representatives, ensuring exceptional service delivery, and driving customer satisfaction. The ideal candidate will have a proven track record in customer service management, strong leadership skills, and a passion for creating positive customer experiences.
Responsibilities:
Responsibilities:
- Lead, mentor, and motivate a team of customer support representatives to achieve performance goals.
- Develop and implement customer service policies, procedures, and standards.
- Monitor customer support queues and ensure timely and effective resolution of customer inquiries and issues.
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Train new team members on customer service protocols, product knowledge, and system usage.
- Analyze customer feedback and support metrics to identify areas for improvement and implement solutions.
- Collaborate with other departments to address customer needs and enhance the overall customer experience.
- Ensure compliance with service level agreements (SLAs) and quality standards.
- Contribute to the development and optimization of customer support tools and technologies.
- Foster a positive and collaborative team environment, promoting teamwork and professional growth.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.
- Proven experience in managing and developing a customer support team.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in using CRM software and customer support platforms.
- Ability to handle high-pressure situations and manage multiple priorities effectively.
- Demonstrated ability to coach and develop team members.
- Experience in a hybrid work environment, balancing remote and on-site responsibilities.
- A customer-centric mindset with a passion for delivering outstanding service.
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Customer Support Lead
110001 Delhi, Delhi
₹45000 Monthly
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a motivated and customer-focused Customer Support Lead to manage their support operations. This position requires strong leadership skills, excellent communication abilities, and a passion for delivering outstanding customer service. The Lead will be responsible for overseeing a team of customer support representatives, ensuring efficient issue resolution, and maintaining high levels of customer satisfaction. This role is based in the office and requires active participation in team management and client interaction.
Responsibilities:
This is an on-site position located in Delhi, Delhi, IN . A minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or lead role, is required. Demonstrated experience in managing a customer support team and improving customer satisfaction metrics is essential. Excellent problem-solving, communication, and interpersonal skills are critical. Proficiency in customer support software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is necessary. The ability to motivate and lead a team, handle stressful situations calmly, and provide exceptional customer service is paramount. A Bachelor's degree in a relevant field is preferred. This role demands a candidate who is dedicated to customer success and possesses the leadership qualities to guide a support team effectively.
Responsibilities:
- Lead and manage a team of customer support representatives, providing guidance, training, and performance feedback.
- Ensure timely and effective resolution of customer inquiries, complaints, and technical issues through various channels (phone, email, chat).
- Develop and implement customer support policies and procedures to enhance service quality and efficiency.
- Monitor customer support metrics and KPIs, identifying areas for improvement and implementing corrective actions.
- Train new team members on support processes, product knowledge, and customer service best practices.
- Handle escalated customer issues with professionalism and efficiency.
- Collaborate with other departments (e.g., product, sales) to address customer feedback and improve product offerings.
- Maintain accurate records of customer interactions and transactions.
- Contribute to the development of self-service resources, such as FAQs and knowledge bases.
- Ensure the team adheres to service level agreements (SLAs).
- Foster a positive and supportive team environment.
This is an on-site position located in Delhi, Delhi, IN . A minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or lead role, is required. Demonstrated experience in managing a customer support team and improving customer satisfaction metrics is essential. Excellent problem-solving, communication, and interpersonal skills are critical. Proficiency in customer support software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is necessary. The ability to motivate and lead a team, handle stressful situations calmly, and provide exceptional customer service is paramount. A Bachelor's degree in a relevant field is preferred. This role demands a candidate who is dedicated to customer success and possesses the leadership qualities to guide a support team effectively.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Lead
400601 Thane, Maharashtra
₹40000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Customer Support Lead to join their team in Thane. This hybrid role offers a dynamic work environment where you will be instrumental in ensuring exceptional customer service standards. The ideal candidate will have a proven track record in customer support, strong leadership capabilities, and a passion for problem-solving. You will be responsible for managing a team of customer service representatives, overseeing daily operations, handling escalated customer issues, and developing strategies to improve customer satisfaction and loyalty. A deep understanding of customer support best practices, excellent communication skills, and the ability to motivate a team are crucial for success.
Key Responsibilities:
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives to deliver outstanding service.
- Oversee daily customer support operations, ensuring efficient and effective issue resolution.
- Handle and resolve complex customer inquiries and escalated issues that cannot be resolved by the support team.
- Develop and implement customer service policies, procedures, and quality assurance standards.
- Monitor customer feedback and support metrics (e.g., response time, resolution rate, customer satisfaction scores) to identify areas for improvement.
- Collaborate with other departments (e.g., Sales, Product) to address customer concerns and improve the overall customer experience.
- Create and maintain support documentation, FAQs, and knowledge base articles.
- Identify training needs for the support team and facilitate relevant training sessions.
- Manage the support team's schedule and workload to ensure adequate coverage.
- Stay informed about product updates and industry best practices in customer support.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4-6 years of experience in customer service or support, with at least 2 years in a leadership or supervisory role.
- Proven ability to lead and motivate a team.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong problem-solving and analytical abilities.
- Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
- Experience in developing and implementing customer support strategies.
- Ability to manage multiple priorities and work effectively in a hybrid environment.
- A passion for customer advocacy and delivering exceptional service.
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8
Customer Support Lead
160002 Chandigarh, Chandigarh
₹70000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and motivated Customer Support Lead to manage and mentor their customer service team in Chandigarh, Chandigarh, IN . This hybrid role requires strong leadership skills, a deep understanding of customer service best practices, and the ability to drive team performance and customer satisfaction. You will be instrumental in ensuring the delivery of exceptional support experiences across all channels.
Responsibilities:
Qualifications:
This is a key leadership position offering the chance to make a significant impact on customer relationships and team development. If you are a passionate advocate for customers and a strong leader, apply now.
Responsibilities:
- Lead, train, and motivate a team of customer support representatives to achieve performance goals.
- Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
- Monitor customer interactions and provide coaching to team members to improve service quality.
- Handle escalated customer issues and complex inquiries, ensuring timely and effective resolution.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Create and update support documentation, FAQs, and knowledge base articles.
- Collaborate with other departments to resolve customer issues and improve product/service offerings.
- Manage team schedules, workload distribution, and performance evaluations.
- Ensure compliance with company policies and procedures, and service level agreements (SLAs).
- Contribute to the recruitment and onboarding of new customer support staff.
- Stay updated on industry trends and best practices in customer service.
- Report on team performance, key metrics, and customer insights to management.
Qualifications:
- Minimum of 4 years of experience in customer service, with at least 1-2 years in a supervisory or lead role.
- Proven ability to lead and motivate a team.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Experience with CRM software and helpdesk ticketing systems.
- Ability to handle challenging customer situations with empathy and professionalism.
- Proficiency in developing training materials and conducting coaching sessions.
- Organizational skills and ability to manage multiple priorities.
- Bachelor's degree in a relevant field is preferred.
- Familiarity with hybrid work models and managing distributed teams.
This is a key leadership position offering the chance to make a significant impact on customer relationships and team development. If you are a passionate advocate for customers and a strong leader, apply now.
This advertiser has chosen not to accept applicants from your region.
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