1.Lead, manage, and scale a team of Customer Support Agents.

2.Provide continuous mentoring, coaching, and performance feedback to improve agent productivity and service quality.

3.Build a high-performance support culture focused on empathy, responsiveness, and accountability.

4.Continuously improve team efficiency, knowledge levels, and problem-resolution capability.

Customer Support Operations

1.Oversee all customer support channels including inbound calls, chat support, and digital channels.

2.Ensure timely, accurate, and empathetic resolution of customer queries and concerns.

3.Maintain strong service standards and response SLAs across all customer touchpoints.

Escalation Management

1.Own and manage customer escalations across all channels, ensuring timely resolution and clear communication with customers.

2.Handle social media escalations and reputation-sensitive issues, coordinating with internal stakeholders to respond quickly and effectively.

3.Design structured escalation protocols and resolution frameworks to manage high-priority or sensitive cases.

4.Conduct root-cause analysis on escalations and implement corrective actions to prevent recurrence.

KPI & Performance Management

1.Design and implement key performance indicators (KPIs) to track support effectiveness.

2.Build dashboards and reporting mechanisms to monitor team performance and service levels.

3.Develop and execute action plans to improve response time, resolution rates, and overall customer satisfaction.

Customer Experience Excellence

1.Identify and design "WOW experience" moments that elevate customer interactions beyond standard support.

2.Drive initiatives and projects focused on improving the overall customer support journey.

3.Continuously gather insights from customer interactions to refine processes and enhance the overall experience.

Cross-functional Collaboration

1.Work closely with Sales and Coaching teams to ensure seamless coordination in addressing critical customer or patient needs.

2.Act as the primary coordination point for resolving complex customer cases requiring multi-team intervention.

3.Share insights from customer interactions to improve product, engagement, and service delivery.

Key Skills & Competencies

1.Strong leadership and team management skills

2.Excellent communication and conflict resolution abilities

3.Experience managing high-priority customer escalations

4.Ability to handle social media complaints and reputation management

5.Data-driven mindset with experience in KPI design and performance tracking

6.Strong customer experience and service design orientation

7.Ability to collaborate effectively across teams

Preferred Experience

1. 5 -7 years of experience in Customer Support / Customer Experience roles

2. Proven experience managing call, chat, and digital customer support channels

3. Prior experience handling customer escalation management frameworks

4. Experience in E-commerce, HealthTech, or digital consumer platforms preferred

5. Experience in building support workflows, reporting dashboards, and service quality processes