Customer Support Head

Location: Bhopal | Monday–Saturday

Roles & Responsibilities

• Lead and manage the customer support team and oversee day-to-day support operations.
• Monitor team performance, call quality, response time, resolution rate, and customer satisfaction.
• Handle critical customer escalations, complaints, and complex issues.
• Ensure timely follow-ups and closure of customer queries and support tickets.
• Develop and maintain SOPs, processes, and escalation mechanisms to improve customer experience.
• Train, mentor, and conduct performance reviews for the support team.
• Maintain accurate customer and performance data through CRM, Exotel, cloud telephony, and ticketing systems.
• Use Excel/Google Sheets for team reporting, performance tracking, and data analysis.
• Work closely with Sales, Operations, and other teams to resolve recurring customer issues and improve support processes.
• Prepare regular MIS and performance reports and share insights with management.

Experience & Qualifications

• 4–6 years of experience in Customer Support/Customer Experience, with 2+ years of team-handling experience.
• Strong leadership, communication, problem-solving, and escalation-management skills.
• Experience managing customer support/telesales teams and support operations.
• Proficiency in CRM, Exotel/cloud telephony, Excel/Google Sheets, and ticketing tools.
• Strong understanding of customer support KPIs, reporting, and performance management.
• Experience in D2C, e-commerce, technology, or consumer-facing businesses is preferred.