Team Lead -Customer Support

Location: Ahmedabad

Workplace: Onsite

Shift Time: Rotational

Netclues Technologies PVT. Limited

Key Responsibilities

Team Management

• Lead, mentor, and motivate the client support team
• Assign tasks, set daily and weekly targets, and monitor performance
• Conduct regular team meetings, training sessions, and performance reviews
• Build a culture of accountability, ownership, and quick response

Client Handling and Retention

• Act as the main escalation point for all client concerns
• Build strong relationships with clients to improve satisfaction and loyalty
• Proactively check in with clients to understand their needs and prevent churn
• Identify upsell and cross-sell opportunities (website, SEO, digital marketing, maintenance)
• Handle renewals, follow-ups, and feedback collection

Support Operations

• Oversee support tickets, emails, calls, and chats to make sure SLAs are met
• Coordinate with design, development, and digital marketing teams to resolve client issues quickly
• Maintain clear documentation of client requests, issues, and resolutions
• Track and report KPIs such as response time, resolution time, CSAT, and retention rate

Process Improvement

• Identify recurring issues and suggest process improvements
• Create and update support workflows, SOPs, and escalation matrices
• Report regularly to management on client status and team performance

Required Skills and Qualifications

• Graduate in any discipline (MBA/PGDBM preferred)
• 4-7 years of experience in client support, customer success, or account management, preferably in an IT, web, or digital agency
• Proven experience managing a team of 5 or more members
• Excellent verbal and written communication in English and Hindi (Gujarati is a plus)
• Strong problem-solving, conflict-resolution, and negotiation skills
• Working knowledge of CRM/ticketing tools (Zoho, Freshdesk, HubSpot, etc.)
• Basic understanding of websites, hosting, domains, and digital marketing services