Location: Bhopal | Monday–Saturday

Roles & Responsibilities

- Lead and manage the customer support team and oversee day-to-day support operations.
- Monitor team performance, call quality, response time, resolution rate, and customer satisfaction.
- Handle critical customer escalations, complaints, and complex issues.
- Ensure timely follow-ups and closure of customer queries and support tickets.
- Develop and maintain SOPs, processes, and escalation mechanisms to improve customer experience.
- Train, mentor, and conduct performance reviews for the support team.
- Maintain accurate customer and performance data through CRM, Exotel, cloud telephony, and ticketing systems.
- Use Excel/Google Sheets for team reporting, performance tracking, and data analysis.
- Work closely with Sales, Operations, and other teams to resolve recurring customer issues and improve support processes.




- Prepare regular MIS and performance reports and share insights with management.

Experience & Qualifications

- 4–6 years of experience in Customer Support/Customer Experience, with 2+ years of team-handling experience.
- Strong leadership, communication, problem-solving, and escalation-management skills.
- Experience managing customer support/telesales teams and support operations.
- Proficiency in CRM, Exotel/cloud telephony, Excel/Google Sheets, and ticketing tools.
- Robust understanding of customer support KPIs, reporting, and performance management.
- Experience in D2C, e-commerce, technology, or consumer-facing businesses is preferred.

📌 Customer Support Head (India)
🏢 Techxr
📍 India