Location: Bengaluru

Department: Customer Support

Work Type: Voice & Non-Voice Support

About the Role

We are looking for an experienced Associate Lead / Lead Customer Support to manage customer interactions and escalations across voice and non-voice support channels. The ideal candidate should have strong communication, problem-solving, and customer-handling skills.

Key Responsibilities

- Handle and resolve customer escalations through voice, email, and other support channels.
- Manage on-call support and ensure timely resolution of customer issues.
- Handle non-voice support, including email and ticket-based queries.
- Coordinate with internal teams such as Operations, Delivery, and other stakeholders to resolve escalations.
- Monitor and follow up on customer issues until closure.
- Identify recurring customer issues and work with relevant teams to improve resolution processes.
- Maintain accurate records of escalations, customer interactions, and resolutions.
- Ensure adherence to defined SLA, TAT, and customer service standards.
- Support the team in maintaining a high level of customer satisfaction.




- Escalate critical or unresolved issues to the appropriate stakeholders.

Requirements
- 1 + years of experience in Customer Support, Customer Service, Escalation Management, or a related role.
- Experience handling customer/client escalations.
- Experience in voice and non-voice support, including on-call and email support.
- Strong verbal and written communication skills.
- Good problem-solving and decision-making abilities.
- Ability to work in a fast-paced environment and handle multiple escalations.
- No industry restrictions.

Language Requirements Proficiency in English along with any of the following:

- Gujarati + Hindi
- Tamil
- Kannada

Preferred Skills
- Customer-centric approach
- Robust stakeholder management
- Escalation handling
- Good follow-up and coordination skills
- Ability to work independently and under pressure
- Basic knowledge of MS Excel and support/ticketing systems is an added advantage.

📌 Customer Support Executive / Associate Lead (Bengaluru)
🏢 Shadowfax Technologies
📍 Bengaluru