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