Customer Support Lead

Frovo; Bengaluru; On-site; INR 700,000 - 1,200,000; Full time

Benefits offered by this job

Opportunity to build support processes from ground up

Job summary

Frovo is looking for a Customer Support Lead in Bengaluru, India, to enhance customer experience across all touchpoints. This role involves managing customer support operations, addressing escalated issues, and collaborating cross-functionally.

The ideal candidate will have over 3 years of experience in customer support, excellent communication skills, and a customer-first mindset. The compensation ranges from ₹7-12 LPA, complemented by additional benefits.

Qualifications

• 3+ years of customer support or customer success experience.
• Experience managing a support team is preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Handle escalated customer issues and complaints.
• Build and maintain support documentation and FAQs.
• Train and mentor support team members.

Skills

Customer support experience

Team management

Strong communication skills

Problem-solving abilities

Experience with support tools

Tools

Zendesk

Freshdesk

Job description

We're looking for a Customer Support Lead to ensure excellent customer experience across all touchpoints. You'll build and manage our customer support operations, handle escalations, and work cross-functionally to resolve customer issues. This role requires empathy, strong communication skills, and a passion for delivering exceptional service.

Requirements

• 3+ years of customer support or customer success experience
• Experience managing a support team (preferred)
• Excellent written and verbal communication skills
• Strong problem-solving and conflict resolution abilities
• Experience with support tools (Zendesk, Freshdesk, etc.)
• Customer-first mindset and high emotional intelligence

Responsibilities

• Handle escalated customer issues and complaints
• Build and maintain support documentation and FAQs
• Train and mentor support team members
• Analyze support metrics and identify improvement areas
• Collaborate with product and operations teams on customer feedback

Compensation

₹7-12 LPA + Benefits

• Opportunity to build support processes from ground up