212 Support Team Lead jobs in Hyderabad
Customer Support Lead
Hyderabad, Andhra Pradesh
Infinity Learn
Posted today
Job Viewed
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.
This advertiser has chosen not to accept applicants from your region.
0
Customer Support Lead
500001 Shaikpet, Andhra Pradesh
₹45000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Customer Support Lead to manage their support operations in Hyderabad, Telangana, IN . This role is essential for ensuring exceptional customer service and fostering strong client relationships. The Lead will be responsible for overseeing a team of customer support representatives, providing guidance, training, and performance management. You will develop and implement effective customer service strategies, establish clear service level agreements, and monitor key performance indicators to ensure high levels of customer satisfaction. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You will be the primary point of contact for escalated customer issues, requiring adept problem-solving and conflict resolution abilities. Responsibilities include analyzing customer feedback, identifying areas for improvement, and implementing solutions to enhance the overall customer experience. You will also collaborate with other departments, such as sales and product development, to address customer needs and provide valuable insights. Experience with CRM software and customer support ticketing systems is required. We are looking for a proactive individual who can inspire their team, promote a customer-centric culture, and contribute to the company's success through outstanding service delivery. This position in Hyderabad, Telangana, IN offers a challenging and rewarding opportunity to shape the future of our customer support functions.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Lead
500001 Hyderabad, Andhra Pradesh
₹650000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client, a dynamic tech company experiencing rapid growth, is seeking an experienced Customer Support Lead to spearhead their support operations. This is a fully remote position, allowing you to build and manage a high-performing support team from anywhere. You will be instrumental in defining support strategies, enhancing customer satisfaction, and ensuring the efficient delivery of exceptional service.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of customer support representatives, fostering a culture of excellence and customer advocacy.
- Develop and implement customer support policies, procedures, and best practices to optimize service delivery.
- Oversee the day-to-day operations of the customer support function, ensuring timely and effective resolution of customer inquiries and issues across multiple channels (phone, email, chat, social media).
- Monitor key support metrics (e.g., response time, resolution time, customer satisfaction (CSAT), Net Promoter Score (NPS)) and develop strategies to improve performance.
- Analyze support trends and customer feedback to identify areas for product improvement and process enhancements.
- Collaborate with product, engineering, and sales teams to ensure a seamless customer experience and to provide insights from customer interactions.
- Develop and deliver training programs for support staff to enhance their product knowledge, technical skills, and customer service abilities.
- Manage escalations from support representatives and ensure timely and satisfactory resolution of complex customer issues.
- Contribute to the development and maintenance of knowledge base articles, FAQs, and self-service resources.
- Ensure adherence to service level agreements (SLAs) and company objectives.
- Recruit, hire, and onboard new customer support team members.
- Manage and optimize support tools and technologies.
- Champion a customer-centric approach throughout the organization.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer support or a related customer-facing role, with at least 2 years in a leadership or supervisory capacity.
- Proven ability to lead, motivate, and develop a remote customer support team.
- In-depth knowledge of customer support best practices, methodologies, and technologies (CRM, ticketing systems, chatbots).
- Excellent problem-solving, analytical, and decision-making skills.
- Strong communication, interpersonal, and conflict resolution skills.
- Experience in defining KPIs and driving performance improvement in a support environment.
- Proficiency in using various communication and collaboration tools for remote teams.
- Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment.
- Experience in the tech or SaaS industry is highly desirable.
- A proactive and results-oriented mindset with a passion for customer satisfaction.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Lead
500081 Hyderabad, Andhra Pradesh
₹55000 Monthly
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a motivated and experienced Customer Support Lead to manage and elevate their customer service operations in Hyderabad, Telangana, IN . This hybrid role requires a blend of hands-on support and team leadership, ensuring that our clients' customers receive exceptional service. You will be responsible for training and mentoring the support team, developing support strategies, and improving overall customer satisfaction. A passion for customer advocacy and a proven track record in customer service management are essential.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
- Develop and implement effective customer service strategies and procedures to enhance customer satisfaction and retention.
- Monitor customer interactions across various channels (phone, email, chat) and provide feedback for continuous improvement.
- Handle escalated customer issues with professionalism and efficiency, ensuring timely resolution.
- Analyze customer feedback and support data to identify trends, root causes of issues, and opportunities for service improvement.
- Collaborate with other departments (e.g., product, sales) to address customer concerns and improve the overall customer experience.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Manage team schedules, performance metrics, and overall team productivity.
- Ensure compliance with company policies and service level agreements (SLAs).
- Stay updated on product knowledge and industry best practices in customer support.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4 years of experience in customer service or a related role, with at least 1 year in a supervisory or lead capacity.
- Proven experience in managing and motivating a customer support team.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong problem-solving abilities and decision-making capabilities.
- Proficiency in customer service software and CRM systems (e.g., Zendesk, Salesforce).
- Ability to analyze data and generate actionable insights.
- Experience in developing and implementing customer service policies and procedures.
- Strong organizational and time-management skills.
- Adaptability and resilience in a fast-paced environment.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Lead
500032 Shaikpet, Andhra Pradesh
₹55000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and proactive Customer Support Lead to manage and enhance customer service operations in Hyderabad, Telangana, IN . This role is critical in ensuring customer satisfaction and fostering long-term client relationships. The Customer Support Lead will be responsible for leading a team of customer service representatives, setting performance standards, and providing ongoing training and coaching. You will act as a point of escalation for complex customer inquiries and issues, ensuring timely and effective resolution. Key responsibilities include developing and implementing customer service policies and procedures, monitoring team performance metrics, and identifying areas for improvement. You will also analyze customer feedback to identify trends and proactively address potential issues. Collaborating with other departments, such as Sales and Product Development, will be essential to provide insights into customer needs and experiences. The ideal candidate will have a proven track record in customer service management, with excellent leadership and communication skills. A strong understanding of CRM systems and customer support software is required. You should be adept at problem-solving, de-escalating tense situations, and maintaining a high level of professionalism at all times. This position requires a commitment to delivering exceptional customer experiences and driving team success. The role is based in our Hyderabad, Telangana, IN office, and is not eligible for remote work. We are seeking individuals who are passionate about customer advocacy and possess the drive to excel in a fast-paced environment. Join our client's team and make a significant impact on their customer relations.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Lead
500001 Hyderabad, Andhra Pradesh
₹70000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is looking for an experienced and empathetic Customer Support Lead to manage their remote support team. This position is fully remote, allowing you to contribute your leadership skills from anywhere. The Customer Support Lead will be responsible for overseeing the day-to-day operations of the customer support department, ensuring prompt and effective resolution of customer inquiries and issues. You will lead a team of support specialists, providing guidance, training, and performance management to foster a high-performing and customer-centric environment. Key responsibilities include developing and implementing support strategies, defining support workflows, and establishing key performance indicators (KPIs) to measure team effectiveness. The ideal candidate will have a proven track record in customer support management, preferably within the technology sector. Excellent communication, problem-solving, and interpersonal skills are essential for success. Experience with CRM systems and customer support software is a must. You will be responsible for analyzing support data to identify trends, areas for improvement, and opportunities to enhance the customer experience. This remote-first role requires strong organizational skills, the ability to motivate and manage a dispersed team, and a passion for delivering outstanding customer service. Join our client's innovative and collaborative team and make a significant impact on customer satisfaction. This is a fantastic opportunity for a leader passionate about customer success to shape the support function for a growing tech company, supporting clients globally while working remotely from **Hyderabad, Telangana, IN**, or any location in India.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Lead
500001 Hyderabad, Andhra Pradesh
₹450000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is looking for a proactive and experienced Customer Support Lead to manage and mentor their dedicated customer service team based in **Hyderabad, Telangana, IN**. This is a hybrid role, requiring a balance of remote flexibility and in-office collaboration. The ideal candidate will be passionate about delivering exceptional customer experiences and possess strong leadership capabilities. You will be responsible for overseeing daily support operations, ensuring timely and effective resolution of customer inquiries and issues across multiple channels, including phone, email, and chat. Your key responsibilities will include training and developing support agents, setting performance standards, monitoring service level agreements (SLAs), and implementing strategies to improve customer satisfaction and retention. You will act as a point of escalation for complex customer problems, working to find satisfactory resolutions while adhering to company policies. This role involves analyzing customer feedback and support metrics to identify trends and areas for improvement, and then translating these insights into actionable plans. Collaboration with other departments, such as product development and sales, will be essential to ensure customer needs are understood and addressed. The successful candidate will have a proven track record in customer service management, excellent problem-solving skills, and the ability to motivate a team. A Bachelor's degree and at least 3-5 years of experience in customer support, with some supervisory or lead experience, are required. Strong communication skills, both written and verbal, are a must. Join our team and help us maintain our commitment to outstanding customer service.
Responsibilities:
Responsibilities:
- Lead, mentor, and motivate a team of customer support representatives.
- Oversee daily support operations and ensure efficient issue resolution.
- Monitor and manage customer service KPIs and SLAs.
- Handle escalated customer complaints and provide effective solutions.
- Develop and implement customer service policies and procedures.
- Train new team members and conduct ongoing performance evaluations.
- Analyze customer feedback and support data to identify trends and recommend improvements.
- Collaborate with cross-functional teams to address customer issues and enhance the customer experience.
- Maintain a comprehensive understanding of the company's products and services.
- Foster a positive and customer-centric team environment.
- Bachelor's degree in a relevant field.
- 3-5 years of experience in customer support, with at least 1-2 years in a lead or supervisory role.
- Demonstrated ability to manage and motivate a team.
- Excellent problem-solving, communication, and interpersonal skills.
- Proficiency in customer service software and CRM systems.
- Strong understanding of customer service best practices.
- Ability to work effectively in a hybrid work environment.
- Commitment to delivering exceptional customer experiences.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Support Lead
Hyderabad, Andhra Pradesh
Infinity Learn
Posted today
Job Viewed
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.
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.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Lead
Hyderabad, Andhra Pradesh
Infinity Learn
Posted today
Job Viewed
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.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Lead
Hyderabad, Andhra Pradesh
Infinity Learn
Posted 1 day ago
Job Viewed
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.
This advertiser has chosen not to accept applicants from your region.
9