Customer Service Head

Suprans; Gurgaon; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Suprans in Gurgaon seeks a hands-on Customer Service Leader to own the support experience across ventures and build scalable playbooks. You will manage the team, set quality benchmarks, and ensure timely resolutions for complex escalations.

You will coach operations staff, develop QA checklists, and establish robust response flows to maintain high customer satisfaction across India, USA and China ventures.

Qualifications

• 3+ years in customer service with at least 1 year leading a team.
• Excel and dashboard/CRM proficiency with good computer skills.
• Excellent spoken and written communication in Hindi and English.

Responsibilities

• Lead and coach CS/operations executives; set quality bars and SLAs.
• Own escalations end to end — client-facing and internally.
• Build response playbooks, canned flows and QA checklists.

Skills

Excel

Dashboards

CRM software

Communication

Tools

CRM software

Dashboard software

Job description

Suprans serves clients across India, USA and China through multiple ventures — e-commerce, sourcing, legal and logistics — from our Gurgaon office.

The role

You lead the customer-service function: own the support experience across ventures, build the playbooks, run the team, and be the escalation point that actually resolves things.

What you'll do

• Lead and coach the CS/operations executives; set quality bars and SLAs
• Own escalations end to end — client-facing and internally
• Build response playbooks, canned flows and QA checklists

Must-haves

• 3+ years in customer service with at least 1 year leading a team
• Excel and computer proficiency; comfortable with dashboards and CRMs
• Excellent spoken and written communication — Hindi and English
• Calm, structured judgment under pressure

Details

Full-time, in office · Compensation is competitive, based on experience.