Customer Support Head

Location - Bhopal ( Mon -Sat)

Roles & Responsibilities:

- Lead and manage the customer support team and ensure smooth day-to-day operations.
- Handle escalated customer queries and ensure timely and effective resolution.
- Monitor key support metrics such as response time, resolution time, CSAT, and ticket closure.
- Train, mentor, and monitor team performance and call/chat quality.
- Maintain SOPs and ensure proper use of CRM/helpdesk tools.
- Analyse recurring customer issues and coordinate with internal teams for resolution.
- Prepare regular support performance and escalation reports for management.

Experience & Qualifications:

- 4–6 years of experience in Customer Support/Customer Experience, with 2+ years of team-handling experience.
- Robust leadership, communication, problem-solving, and escalation-management skills.
- Experience with CRM/helpdesk tools and customer support KPIs.
- D2C, e-commerce, technology, hospitality, or consumer-facing experience preferred.

📌 Head of Customer Support (Bhopal)
🏢 TechXR Innovations Private
📍 Bhopal