Location: Gurgaon (Work From Office)

Experience: 4-6 Years

Employment Type: Full-Time

Company: Onestream

Joining: Immediate Joiners Preferred

About Ridown Technology:

Ridown Technology is a leading Managed Service Provider (MSP) based in Gurugram, India, delivering comprehensive IT and business support services to a diverse portfolio of companies. As part of the Ridown Group, we support brands including Onestream, WeBuyAnyPhone.com, and CyberSentry, providing expertise across IT infrastructure, cloud services, cybersecurity, customer support, and business operations. Our focus is on delivering efficient, scalable, and innovative solutions that enable our partner companies to concentrate on their core business while we manage the operational backbone.

About the Role:

We are looking for an experienced and people-focused Customer Experience Team Leader to lead and manage a team of customer support professionals.

The successful candidate will be responsible for driving team performance, maintaining high service-quality standards, achieving key operational targets, and ensuring a positive and engaged team environment.

The ideal candidate should have strong leadership and communication skills, a customer-first approach, and the ability to manage escalations and performance in a fast-paced customer support environment.

Key Responsibilities:

- Lead, mentor, and manage a team of customer support agents.
- Monitor team performance and ensure achievement of KPIs (CSAT, quality, productivity).




- Conduct regular team meetings, coaching sessions, and performance reviews.
- Handle escalations and provide timely resolutions.
- Ensure adherence to company policies and process guidelines.
- Analyze reports and identify areas for improvement.
- Coordinate with internal stakeholders for process enhancements.
- Maintain high levels of team engagement and motivation.

Required Skills:

- 3 yrs of proven experience as a Team Leader in customer support.
- Strong leadership and people management skills.
- Excellent communication (written & verbal).
- Ability to handle pressure and manage escalations effectively.
- Valuable analytical and problem-solving skills.
- Proficiency in MS Office and reporting tools.
- Strong understanding of customer support KPIs such as CSAT, Quality, Productivity, AHT, and related operational metrics.
- Proficiency in MS Office, Excel, and reporting/analytics tools.
- Graduate in any discipline.

What We Offer:

- Friendly and supportive work culture
- Both-side cab facility
- Fixed shift options: 1:00 PM – 10:00 PM, or 2:00 PM – 11:00 PM
- Career growth and internal development opportunities
- Comprehensive training and continuous learning support
- Stable, full-time employment with a growing organisation

Pay: ₹900,000.00 - ₹1,000,000.00 per year

Application Question(s)

- What is your current CTC?

Experience:
- Customer Experience (Team Leader): 2 years (Preferred)

Work Location: In person

📌 Customer Experience (Team Leader) (Gurugram)
🏢 Ridown Technology
📍 Gurugram