We're Hiring | Customer Chat Support Lead

We are looking for an experienced Customer Chat Support Lead
to own and scale our
non-voice customer support function
, drive CSAT, improve operational efficiency, and build a high-performing support team.

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Location:
Gurugram

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Experience:
8–13 Years

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Employment Type:
Full-Time

? Key Responsibilities
- Lead and manage
customer chat / non-voice support operations
.
- Own key customer experience metrics including
CSAT, SLA, FRT, AHT, FCR, and resolution rate
.
- Lead, coach, and mentor customer support teams to achieve operational and quality targets.
- Monitor chat quality and ensure adherence to customer service standards and SOPs.
- Analyze customer feedback, complaints, and support data to identify improvement opportunities.
- Drive initiatives to consistently improve
CSAT and customer experience
.
- Develop and optimize SOPs, workflows, escalation matrices, and quality processes.
- Handle critical customer escalations and ensure timely resolution.
- Work closely with Product, Technology, Operations,



and other stakeholders to resolve recurring customer issues.
- Build and review performance dashboards and provide actionable insights to leadership.
- Drive process improvements, automation, and operational efficiency.
- Conduct regular performance reviews, coaching sessions, and capability-building programs.

? Required Skills

✅ 8–13 years of experience in
Customer Support / Customer Experience / Chat Operations

✅ Strong experience managing non-voice/chat support teams

✅ Proven track record of improving CSAT and customer experience metrics

✅ Strong understanding of SLA, FRT, AHT, FCR, QA, and escalation management

✅ Experience managing high-volume customer interactions

✅ Robust analytical and problem-solving abilities

✅ Excellent communication and stakeholder management skills

✅ Experience with CRM, ticketing, and customer support platforms

? Preferred Background

Candidates from
E-commerce, D2C, Consumer Int

📌 Customer Experience Lead – Chat (Gurugram)
🏢 NextMantra AI
📍 Gurugram