Customer Support Leader

Customer Support Leader

Experience: 4+ Years
Job Type: Full-Time
Location: Bengaluru
Department: Customer Support / Operations
Work Location: In Person

About the Role

We are looking for an experienced and mature Customer Support Leader to lead our customer support operations and ensure a high-quality customer experience. The ideal candidate should have 4+ years of experience in customer support, strong decision-making abilities, and the maturity to balance customer interests with business objectives.

The candidate should be confident in handling complex customer situations, convincing customers effectively, and driving improvements through tools, technology, and automation.

Key Responsibilities

• Lead and manage day-to-day customer support operations.
• Handle complex, sensitive, and escalated customer issues professionally.
• Balance customer needs with business interests while making sound decisions.
• Communicate confidently with customers and effectively convince them when required.
• Monitor customer support performance, response times, and resolution quality.
• Identify recurring customer issues and implement solutions to improve customer experience.
• Work with internal teams to resolve escalated customer concerns.
• Introduce and implement customer support tools, automation, and process improvements.
• Manage and optimize customer support platforms and workflows.
• Train, guide, and support customer service team members.
• Track support metrics and prepare reports to identify areas for improvement.
• Ensure adherence to customer service processes, quality standards, and company policies.

Requirements

• 4+ years of experience in customer support, customer service, or customer operations.
• Strong maturity and ability to balance business and customer interests.
• Excellent verbal and written communication skills.
• Strong customer convincing and negotiation abilities.
• Excellent problem-solving and decision-making skills.
• Ability to handle difficult and escalated customer situations.
• Experience with customer support tools and automation.
• Hands-on experience with Exotel and Freshdesk is preferred.
• Good understanding of CRM and customer support workflows.
• Strong leadership, team management, and coordination skills.
• Ability to work in a fast-paced and customer-focused environment.

Preferred Skills

Customer Support Leadership | Customer Handling | Escalation Management | Negotiation | Freshdesk | Exotel | CRM | Automation | Problem Solving | Team Management | Process Improvement | Communication

Pay: ₹400,000.00 - ₹600,000.00 per year

Work Location: In person