Location: Ahmedabad

Workplace: Onsite

Shift Time: Rotational

Netclues Technologies PVT. Limited

Key Responsibilities

Team Management

- Lead, mentor, and motivate the client support team
- Assign tasks, set daily and weekly targets, and monitor performance
- Conduct regular team meetings, training sessions, and performance reviews
- Build a culture of accountability, ownership, and quick response

Client Handling and Retention

- Act as the main escalation point for all client concerns
- Build strong relationships with clients to improve satisfaction and loyalty
- Proactively check in with clients to understand their needs and prevent churn
- Identify upsell and cross-sell opportunities (website, SEO, digital marketing, maintenance)
- Handle renewals, follow-ups, and feedback collection

Support Operations

- Oversee support tickets, emails, calls, and chats to make sure SLAs are met
- Coordinate with design, development, and digital marketing teams to resolve client issues quickly
- Maintain transparent documentation of client requests, issues, and resolutions




- Track and report KPIs such as response time, resolution time, CSAT, and retention rate

Process Improvement

- Identify recurring issues and suggest process improvements
- Create and update support workflows, SOPs, and escalation matrices
- Report regularly to management on client status and team performance

Required Skills and Qualifications

- Graduate in any discipline (MBA/PGDBM preferred)
- 4-7 years of experience in client support, customer success, or account management, preferably in an IT, web, or digital agency
- Proven experience managing a team of 5 or more members
- Excellent verbal and written communication in English and Hindi (Gujarati is a plus)
- Strong problem-solving, conflict-resolution, and negotiation skills
- Working knowledge of CRM/ticketing tools (Zoho, Freshdesk, HubSpot, etc.)
- Basic understanding of websites, hosting, domains, and digital marketing services

📌 Team Lead -Customer Support (Ahmedabad)
🏢 Netclues
📍 Ahmedabad