Role Overview

- We are looking for a Senior Customer Support Executive to manage customer support operations while leading a team of support executives
- The ideal candidate will ensure excellent customer service, drive team performance, handle escalations, and work closely with cross-functional teams to deliver an exceptional customer experience

Key Responsibilities

- Manage customer queries, technical issues, and escalations through email, phone, chat, and ticketing systems
- Lead, mentor, and support the customer support team, ensuring productivity, service quality, and adherence to SLAs
- Allocate and monitor team workloads, provide regular coaching and performance feedback, and assist in onboarding and training recent team members
- Coordinate with Product, Engineering,



and Customer Success teams for timely issue resolution and continuous process improvement
- Track support KPIs, prepare performance reports, and identify opportunities to enhance customer satisfaction and operational efficiency

Requirements

- Bachelor's degree in any discipline
- 4-7 years of experience in Customer Support or Technical Support, with at least 1-2 years of team handling experience
- Strong leadership, communication, customer management, and problem-solving skills
- Experience in a SaaS or technology company is preferred.

📌 Senior Customer Support - Team lead (Mumbai)
🏢 Volody Product
📍 Mumbai