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.

? Location: Gurugram

? Experience: 8–13 Years

? 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

✅ Robust 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

✅ Strong 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 Internet, Retail, Grocery Delivery, or other high-volume customer-facing businesses will be preferred.

? Ideal Candidate A customer-centric leader who can take complete ownership of the chat support function, build and manage large teams, improve processes, and deliver measurable improvements in CSAT, quality, SLA, and customer experience .

- ? Location: Gurugram

📌 Customer Experience Lead – Chat & Non-Voice (Gurugram)
🏢 NextMantra AI
📍 Gurugram