We're Hiring | Customer Support Lead (Non-Voice)

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Location:
Gurugram

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Experience:
8+ Years

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Industry:
E-commerce / D2C / Quick Commerce

Are you passionate about delivering exceptional customer experiences?

We're looking for an experienced
Customer Support Lead
to lead and scale our
non-voice customer support function
, managing Chat, Email, and Social Media support operations.

Key Responsibilities

✅ Lead end-to-end non-voice customer support operations across Chat, Email, and Social Media.

✅ Manage and mentor Team Leads and Customer Support Executives.

✅ Drive operational excellence by improving CSAT, NPS, SLA adherence, FCR, and productivity.

✅ Develop SOPs, quality frameworks, and workforce planning strategies.

✅ Analyze customer feedback and operational metrics to identify improvement opportunities.

✅ Collaborate with Product, Technology, Logistics, and Business teams to resolve root-cause issues and enhance the customer journey.

✅ Build dashboards and reports to monitor team performance and customer experience KPIs.





✅ Drive automation and process improvements to improve efficiency and scalability.

What We're Looking For

✔ 8+ years of experience in Customer Support / Customer Experience Operations.

✔ Solid experience leading
Non-Voice Support
(Chat, Email, Social Media).

✔ Proven leadership experience in
E-commerce, D2C, Marketplace, Quick Commerce, or Retail
companies.

✔ Expertise in CRM tools, workforce management, quality assurance, and customer support metrics.

✔ Strong analytical, stakeholder management, and team leadership skills.

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Preferred:
Candidates currently working with leading E-commerce or D2C brands.

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Interested?
Send your resume to
[Email ID]
or DM us to learn more.
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📌 Customer Support Lead (Gurugram)
🏢 NextMantra AI
📍 Gurugram