Customer Support Executive / Associate Lead

Shadowfax Technologies; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Shadowfax Technologies is seeking an experienced Associate Lead / Lead Customer Support to manage customer interactions and escalations across voice and non-voice channels. The role requires strong communication, problem-solving, and customer-handling skills.

The candidate will handle escalations via voice, email, and other channels, manage on-call support, and coordinate with Operations, Delivery, and other stakeholders to resolve issues.

Qualifications

• 1+ years of experience in customer support.
• Experience handling customer/client escalations.
• Experience in voice and non-voice support, including on-call and email.
• Strong verbal and written communication.

Responsibilities

• Handle and resolve customer escalations through voice, email, and other support channels.
• Manage on-call support and ensure timely resolution of customer issues.
• Handle non-voice support, including email and ticket-based queries.
• Coordinate with internal teams to resolve escalations.
• Monitor and follow up on customer issues until closure.
• Identify recurring customer issues and work with relevant teams to improve resolution processes.
• Maintain accurate records of escalations, customer interactions, and resolutions.
• Ensure adherence to defined SLA, TAT, and customer service standards.
• Support the team in maintaining a high level of customer satisfaction.
• Escalate critical or unresolved issues to the appropriate stakeholders.

Skills

Customer support

Escalation management

Communication skills

Problem solving

Tools

Ticketing systems

MS Excel

Job description

Location: Bengaluru

Department: Customer Support

Work Type: Voice & Non-Voice Support

About the Role

We are looking for an experienced Associate Lead / Lead Customer Support to manage customer interactions and escalations across voice and non-voice support channels. The ideal candidate should have strong communication, problem-solving, and customer-handling skills.

Key Responsibilities

• Handle and resolve customer escalations through voice, email, and other support channels.
• Manage on-call support and ensure timely resolution of customer issues.
• Handle non-voice support, including email and ticket-based queries.
• Coordinate with internal teams such as Operations, Delivery, and other stakeholders to resolve escalations.
• Monitor and follow up on customer issues until closure.
• Identify recurring customer issues and work with relevant teams to improve resolution processes.
• Maintain accurate records of escalations, customer interactions, and resolutions.
• Ensure adherence to defined SLA, TAT, and customer service standards.
• Support the team in maintaining a high level of customer satisfaction.
• Escalate critical or unresolved issues to the appropriate stakeholders.

Requirements

• 1 + years of experience in Customer Support, Customer Service, Escalation Management, or a related role.
• Experience handling customer/client escalations.
• Experience in voice and non-voice support, including on-call and email support.
• Strong verbal and written communication skills.
• Good problem-solving and decision-making abilities.
• Ability to work in a fast-paced environment and handle multiple escalations.
• No industry restrictions.

Language Requirements

Proficiency in English along with any of the following:

• Gujarati + Hindi
• Tamil
• Kannada

Preferred Skills

• Customer-centric approach
• Strong stakeholder management
• Escalation handling
• Good follow-up and coordination skills
• Ability to work independently and under pressure
• Basic knowledge of MS Excel and support/ticketing systems is an added advantage.