Customer Support Executive

Customer Support Executive / Team Lead

Experience Required:

• Customer Support Executive: 0–2 years

• Team Lead: 4–6 years (with team management experience)

Key Skills & Requirements:

• Empathy: Understand and address customer concerns with patience and care.

• Product Knowledge: Deep understanding of our product/services to offer effective support.

• Problem-Solving: Quickly identify issues and provide timely resolutions.

• Project Management: Manage multiple tasks and customer accounts efficiently.

• Analytical Thinking: Use data and key metrics to drive decisions and demonstrate value.

• Team Management: (For Team Lead only) Proven experience in managing a team of 5–10

people.

What You’ll Do:

• Customer Onboarding: Guide new customers through the setup process to ensure a smooth and positive start.

• Customer Engagement: Maintain regular communication to understand client needs, address concerns, and share updates about new features and enhancements.

• Renewals & Retention: Proactively manage customer renewals, showcase product value, and reduce churn.

• Customer Advocacy & Feedback Loop: Represent the voice of the customer internally by sharing feedback with the product and marketing teams.

• Upselling & Cross-Selling: Identify and recommend suitable add-on features or services to maximize customer value.

• Metrics & Reporting: Track and report on key success metrics like CSAT, NPS, churn rate, and product usage to ensure a measurable impact on customer satisfaction.

• Issue Resolution: Resolve escalations quickly while maintaining strong, positive customer relationships.

Ideal Candidate Profile:

• Strong interpersonal and communication skills

• Self-driven with a customer-first mindset

• Comfortable working in a fast-paced environment

• (For Team Leads) Experience mentoring and coaching a small team

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 2 years of experience.