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.
Positive problem-solving and decision-making abilities.
Ability to work in a quick-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
Solid stakeholder management
Escalation handling
Good follow-up and coordination skills
Ability to work independently and under pressure
Basic knowledge of MS Exce

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