Job DescriptionBuild Customer Loyalty for a High-Growth Digital Platform
NEpsilon Staffing Solutions (A Division of Proxima Human Capital Management) has been mandated by one of India's established business software platforms serving SMBs and retailers to identify a Lead – Support & Retention. The position is based in Noida.
NWith a solid legacy in the Indian business software ecosystem, our client is entering an accelerated growth phase, backed by a leading India-focused private equity investment platform known for partnering with high-potential businesses and enabling their next stage of value creation.
NThe company currently acquires 600+ recent customers every month and is scaling towards 5,000+ monthly additions. Thousands of businesses depend on its platform for their day-to-day operations. As the customer base expands rapidly, building a scalable support organisation and protecting customer retention will be critical to sustainable growth.
NAbout the Role
nThe Lead – Support & Retention will own the customer lifecycle from Day 60 onwards,



following successful implementation and onboarding. The role has two critical mandates: build a world-class, scalable customer support operation and maximise customer retention and renewals across the active customer base.
NKey Responsibilities
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Build and manage multi-channel customer support operations across phone, chat, email and WhatsApp. N
Establish and monitor SLAs covering response time, resolution time and customer satisfaction. N
Build a tiered L1/L2/L3support model to improve resolution quality and operating efficiency. N
Conduct root-cause analysis of recurring customer issues and work with Product and Technology teams to eliminate systemic problems. N
Deploy chatbots, IVR, ticketing systems, WhatsApp automation, knowledge bases and self-service solutions to support rapid customer growth without proportionate manpower expansion. N
Own monthly customer retention and churn reduction

📌 Customer Service Lead Faridabad
🏢 PE-Backed Business Software Platform
📍 Faridabad