Customer Support Head

TechXR Innovations Private Limited; Bhopal; On-site; INR 900,000 - 1,300,000; Full time

Job summary

TechXR Innovations Private Limited in India (Bhopal) seeks a hands-on Customer Support Lead to guide the team and ensure smooth day-to-day operations. Therole focuses on overseeing performance, resolving complex issues, and driving process improvements.

You will monitor metrics, implement SOPs, train staff, and collaborate with Sales and Operations to enhance customer experience. Proficiency with CRM, Exotel, Excel, and ticketing tools is essential.

Qualifications

• 4-6 years of experience in Customer Support/Customer Experience, with 2+ years of team-handling experience.
• Strong leadership, communication, problem-solving, and escalation-management skills.
• Experience managing customer support/telesales teams and support operations.
• Proficiency in CRM, Exotel/cloud telephony, Excel/Google Sheets, and ticketing tools.
• Strong understanding of customer support KPIs, reporting, and performance management.
• Experience in D2C, e-commerce, technology, or consumer-facing businesses is preferred.

Responsibilities

• Lead and manage the customer support team and oversee day-to-day support operations.
• Monitor team performance, call quality, response time, resolution rate, and customer satisfaction.
• Handle critical customer escalations, complaints, and complex issues.
• Ensure timely follow-ups and closure of customer queries and support tickets.
• Develop and maintain SOPs, processes, and escalation mechanisms to improve customer experience.
• Train, mentor, and conduct performance reviews for the support team.
• Maintain accurate customer and performance data through CRM, Exotel, cloud telephony, and ticketing systems.
• Use Excel/Google Sheets for team reporting, performance tracking, and data analysis.
• Work closely with Sales, Operations, and other teams to resolve recurring customer issues and improve support processes.
• Prepare regular MIS and performance reports and share insights with management.

Skills

Team leadership

Customer service

Escalation management

Communication

Problem solving

Data analysis

CRM tools

Exotel/telephony

Telesales experience

Tools

CRM systems

Exotel

Ticketing systems

Cloud telephony

Excel/Google Sheets

Job description

• Lead and manage the customer support team and oversee day-to-day support operations.
• Monitor team performance, call quality, response time, resolution rate, and customer satisfaction.
• Handle critical customer escalations, complaints, and complex issues.
• Ensure timely follow-ups and closure of customer queries and support tickets.
• Develop and maintain SOPs, processes, and escalation mechanisms to improve customer experience.
• Train, mentor, and conduct performance reviews for the support team.
• Maintain accurate customer and performance data through CRM, Exotel, cloud telephony, and ticketing systems.
• Use Excel/Google Sheets for team reporting, performance tracking, and data analysis.
• Work closely with Sales, Operations, and other teams to resolve recurring customer issues and improve support processes.
• Prepare regular MIS and performance reports and share insights with management.

Experience & Qualifications

• 4-6 years of experience in Customer Support/Customer Experience, with 2+ years of team-handling experience.
• Strong leadership, communication, problem-solving, and escalation-management skills.
• Experience managing customer support/telesales teams and support operations.
• Proficiency in CRM, Exotel/cloud telephony, Excel/Google Sheets, and ticketing tools.
• Strong understanding of customer support KPIs, reporting, and performance management.
• Experience in D2C, e-commerce, technology, or consumer-facing businesses is preferred.