Xoxoday - Lead - Customer Support

Lead - Customer Support

Description:

We are looking for an experienced Customer Support Lead who has worked in B2B SaaS or the rewards, incentives, or engagement or loyalty industry.

In this role, you will lead a team of support specialists, ensure exceptional customer experience, and enhance support processes to drive high customer satisfaction and retention.

If you excel in problem-solving, team leadership, and handling complex customer scenarios, we would love to hear from you.

Responsibilities:

- Lead and manage a team of customer support specialists handling B2B clients across our loyalty product suite

- Serve as an escalation point for complex customer issues; ensure timely and accurate resolution.

- Monitor critical SLAs, response times, resolution metrics, and customer satisfaction scores.

- Drive continuous improvement by analyzing support trends, customer feedback, and data insights.

- Collaborate cross-functional with product, engineering, and customer success teams to address recurring issues.

- Ensure high-quality support delivery through coaching, regular performance reviews, and skill development.

- Conduct weekly team reviews, plan capacity, and forecast support load to maintain service excellence.

- Advocate for customer needs and contribute to product enhancements and roadmap discussions.

- Maintain accurate documentation in support tools and CRM systems.

Requirements:

- 4 TO 7 years of experience in customer support within B2B SaaS, rewards & incentives, loyalty, or related technology industries.

- Minimum 2 years of experience in a team lead or supervisory role.

- Strong understanding of the B2B customer lifecycle, problem-solving workflows, and handling escalations.

- Experience working in fast-paced technology environments supporting global clients.

- Excellent communication, empathy, conflict-resolution, and stakeholder management skills.

- Hands-on experience with support tools like Zendesk, Freshdesk, Intercom, HubSpot, or similar platforms.

- Proven ability to coach and develop teams while maintaining high service standards.

- Data-driven approach with strong analytical and documentation skills.

- Ability to multitask, stay calm under pressure, and manage high-volume support environments.

What can you look forward to?:

A fast-paced, collaborative, and learning-driven environment where you will work with skilled professionals and contribute to creating outstanding customer experiences.

You will have the autonomy to build processes, improve support quality, and influence customer-centric initiatives at Xoxoday.

About Xoxoday:

Xoxoday is a fast-growing SaaS commerce company headquartered in Bangalore, with offices in Delhi, San Francisco, and Dublin.

Our products Plum, Empuls, and Compass help organizations engage employees, sales teams, channel partners, and consumers through rewards, recognition, and performance-driven solutions