Senior Customer Support Executive to manage customer support operations while leading a team of support executives. The ideal candidate will ensure excellent customer service, drive team performance, handle escalations, and work closely with cross-functional teams to deliver an exceptional customer experience.
Job Details
- Location: Mumbai
- Employment Type: Full time
Responsibilities
- Manage customer queries, technical issues, and escalations through email, phone, chat, and ticketing systems.
- Lead, mentor, and support the customer support team, ensuring productivity, service quality, and adherence to SLAs.
- Allocate and monitor team workloads, provide regular coaching and performance feedback, and assist in onboarding and training new team members.
- Coordinate with Product,
Engineering, and Customer Success teams for timely issue resolution and continuous process improvement.
- Track support KPIs, prepare performance reports, and identify opportunities to enhance customer satisfaction and operational efficiency.
Requirements
- Bachelor's degree in any discipline.
- 4-7 years of experience in Customer Support or Technical Support, with at least 1-2 years of team handling experience.
- Strong leadership, communication, customer management, and problem-solving skills.
- Experience in a SaaS or technology company is preferred.
📌 Senior Customer Support- Team lead (Mumbai)
🏢 Volody Product
📍 Mumbai
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