We are looking for a Team Lead - Customer Support to manage day-to-day customer support operations at GRIPIT. The role requires solid team management skills, hands-on experience with Zoho, and the ability to monitor customer queries, manage escalations, and ensure timely resolution across support channels.

Key Responsibilities

- Lead and manage a team of Customer Support Executives handling customer queries across calls, emails, chats, and other support channels.
- Monitor daily operations, ticket allocation, pending queries, resolution timelines, and SLA adherence.
- Use Zoho CRM and related Zoho applications to track customer interactions, manage tickets, monitor team performance, and maintain accurate records.
- Track key performance metrics such as response time, resolution time, CSAT, ticket backlog, and first-contact resolution.
- Handle customer escalations and ensure timely resolution through coordination with internal teams.
- Work closely with Sales, E-commerce, Operations, Logistics, and Aftersales teams to resolve customer issues.
- Review team performance, conduct regular follow-ups,



and coach team members to improve productivity and service quality.
- Prepare daily, weekly, and monthly performance reports and identify areas requiring improvement.
- Maintain support SOPs, escalation processes, and workflows to ensure consistency in service delivery.
- Identify gaps in existing processes and improve the use of Zoho for customer query tracking, reporting, and operational visibility.

Skills & Experience

- 3–5 years of experience in customer support or customer service operations, with at least 1–2 years in a Team Lead role.
- Hands-on experience with Zoho is mandatory, preferably Zoho CRM and/or Zoho Desk.
- Good understanding of ticket management, CRM workflows, escalation handling, and customer support processes.
- Experience in team management, KPI tracking, and performance reporting.
- Working knowledge of MS Excel or Google Sheets.
- Solid communication, problem-solving, and coordination skills.
- Experience in e-commerce, consumer electronics, or aftersales support will be an added advantage.

📌 Support Team Lead (Ahmedabad)
🏢 GripIt
📍 Ahmedabad