- Location
- Remote, India
- Workplace
- Remote
- Department
- Customer Service
- Seniority
- Lead
- Experience
- 2+ years
- Source
- Keka
Description
Job Summary
We are looking for a proactive and customer-focused Support Lead to manage customer interactions across calls, emails, and ticketing platforms. The ideal candidate should have prior experience leading a support team and be comfortable handling customer escalations while ensuring smooth day-to-day support operations.
Key Responsibilities
• Handle customer calls and provide effective resolutions
• Respond to customer emails, tickets, and support queries promptly
• Ensure clear, quick, and professional communication with customers • Manage and track customer issues through ticketing tools
• Maintain accurate customer records and documentation
• Monitor support metrics and prepare reports using Excel
• Guide and support junior team members when required
• Coordinate with internal teams for issue resolution
• Communicate fluently in both Hindi and English
Required Skills & Qualifications
• 2–3 years of experience as a Team Lead in Customer Support
• Hands-on experience with ticketing tools such as Zoho Desk and Freshdesk • Familiarity with Amplitude and Excel Sheets
• Strong verbal and written communication skills in Hindi & English (Mandatory) • Experience in both email support and call support
• Good email writing skills and typing speed
• Basic computer proficiency and multitasking ability
• Strong problem-solving and team-handling skills
• Immediate joiners will be preferred
Skills
Excel