Key Responsibilities

Team Leadership & Performance

- Lead, mentor, and manage the entire Customer Support team, including senior members handling sub-teams of 2–3 executives
- Design and monitor KPIs and performance metrics
- Drive team productivity, service quality, and customer satisfaction
- Conduct regular performance reviews, coaching, and feedback sessions
- Identify underperforming team members and hold dedicated meetings to address and improve performance
- Assist all team members with day-to-day work-related issues and challenges

Training & Development

- Handle onboarding, training, and technical upskilling of team members
- Ensure the team stays updated on tools, processes, and best practices

Customer Support & Operations

- Handle customer escalations professionally and ensure timely resolution
- Communicate effectively with customers and internal teams
- Maintain high service standards and improve customer retention
- Monitor support processes and recommend workflow improvements

Qualifications

- Bachelor's degree in Business Administration, Management, or a related field
- 1-2 years of experience in Customer Support, including team handling or leadership responsibilities
- Strong leadership, communication, and interpersonal skills
- Experience managing customer support operations and team performance

Ability to work independently, stay proactive,



and make informed decisions in a fast-paced environment.

Required Skills

- Leadership: Team Management, Coaching, Performance Management
- Customer Support: Escalation Handling, Customer Satisfaction, Service Excellence
- Performance Management: KPI Design, Productivity Tracking, Quality Monitoring
- Communication: Excellent English (Written & Verbal), Client Relationship Management
- Tools: CRM Software, Ticketing Systems, Microsoft Office
- Operations: Reporting, Documentation, Process Coordination

Preferred Skills

- Experience designing and implementing customer support KPIs
- Strong team-building and mentoring abilities
- Knowledge of customer support tools and workflow management
- Excellent problem-solving and decision-making skills
- Experience handling multiple priorities in a rapid-paced environment
- Strong analytical and reporting skills
- Professional attitude with an ownership mindset, active and hands-on approach

Interested candidates can even share their resume at [email protected]

Pay: ₹10,456.48 - ₹25,000.00 per month

Ability to commute/relocate:

- Ludhiana, Punjab (Ludhiana): Reliably commute or planning to relocate before starting work (Required)

Experience:

- Customer support: 1 year (Required)

Shift availability:

- Night Shift (Required)

Work Location: In person

📌 CSE (Customer Support Executive) (India)
🏢 Tekki Web Solutions
📍 India