Job Description
Role Description
This is a full-time on-site role located in New Delhi for the position of Senior Customer Support Specialist. The role involves overseeing customer support operations, ensuring customer satisfaction, responding to inquiries, and resolving customer concerns in a timely and professional manner. The Customer Support Manager will also work to improve support processes, train team members, and act as a bridge between customers and the internal teams to enhance the overall customer experience.
Qualifications
3-4 years of experience in Customer Support, Customer Service, and Customer Satisfaction in a D2 C environment
Proficiency in delivering Technical Support and resolving customer inquiries effectively
Analytical Skills for problem-solving and improving customer support processes
Experience in leading a support team and maintaining a customer-first approach
Excellent communication and interpersonal skills
Ability to work in a dynamic, fast-paced environment
Key Responsibilities:
Customer Support Operations
Manage day-to-day customer support operations across channels (phone, email, chat, CRM, etc.)
Ensure timely and effective resolution of customer queries and issues
Monitor service levels, response times, and customer satisfaction metrics
Team Leadership & Development
Lead, coach, and mentor customer support executives and team leads
Conduct regular performance reviews and provide feedback
Plan staffing, shifts, and workload distribution to meet service demands
Train team members on products, processes, and customer handling skills
Customer Experience & Escalation Management
Handle complex customer escalations and complaints
Act as a point of contact for high-priority or key customers
Ensure consistent, professional, and customer-centric communication
Process Improvement & Quality Assurance
Develop and implement support processes, SOPs, and best practices
Identify gaps and drive continuous improvement initiatives
Monitor call quality, ticket quality, and compliance with standards
Reporting & Analytics
Prepare and analyze support performance reports
Share insights and recommendations with senior management
Use data to improve team productivity and customer satisfaction
Cross-functional Collaboration
Work closely with Sales, Product, Operations, and Tech teams
Provide customer feedback to improve products and services
Support product launches, updates, and customer communications
Tools & Systems
Manage CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, etc.)
Ensure accurate documentation and data integrity in support systems
This is a full-time on-site role located in New Delhi for the position of Senior Customer Support Specialist. The role involves overseeing customer support operations, ensuring customer satisfaction, responding to inquiries, and resolving customer concerns in a timely and professional manner. The Customer Support Manager will also work to improve support processes, train team members, and act as a bridge between customers and the internal teams to enhance the overall customer experience.
Qualifications
3-4 years of experience in Customer Support, Customer Service, and Customer Satisfaction in a D2 C environment
Proficiency in delivering Technical Support and resolving customer inquiries effectively
Analytical Skills for problem-solving and improving customer support processes
Experience in leading a support team and maintaining a customer-first approach
Excellent communication and interpersonal skills
Ability to work in a dynamic, fast-paced environment
Key Responsibilities:
Customer Support Operations
Manage day-to-day customer support operations across channels (phone, email, chat, CRM, etc.)
Ensure timely and effective resolution of customer queries and issues
Monitor service levels, response times, and customer satisfaction metrics
Team Leadership & Development
Lead, coach, and mentor customer support executives and team leads
Conduct regular performance reviews and provide feedback
Plan staffing, shifts, and workload distribution to meet service demands
Train team members on products, processes, and customer handling skills
Customer Experience & Escalation Management
Handle complex customer escalations and complaints
Act as a point of contact for high-priority or key customers
Ensure consistent, professional, and customer-centric communication
Process Improvement & Quality Assurance
Develop and implement support processes, SOPs, and best practices
Identify gaps and drive continuous improvement initiatives
Monitor call quality, ticket quality, and compliance with standards
Reporting & Analytics
Prepare and analyze support performance reports
Share insights and recommendations with senior management
Use data to improve team productivity and customer satisfaction
Cross-functional Collaboration
Work closely with Sales, Product, Operations, and Tech teams
Provide customer feedback to improve products and services
Support product launches, updates, and customer communications
Tools & Systems
Manage CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, etc.)
Ensure accurate documentation and data integrity in support systems
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