Senior Customer Support- Team lead

Volody Product; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Volody Product in Mumbai is seeking a Senior Customer Support Executive to manage operations and lead a team of support executives, ensuring excellent service and timely resolutions.

You will drive team performance, handle escalations, and collaborate with Product, Engineering, and Customer Success to deliver an exceptional customer experience.

Ideal candidates hold a Bachelor's degree, 4–7 years in Customer/Technical Support with 1–2 years of team leadership; SaaS/tech experience is preferred.

Qualifications

• Bachelor's degree required.
• 4-7 years in Customer Support or Technical Support with 1-2 years team handling experience.
• Strong leadership, communication, customer management, and problem-solving skills.
• Experience in a SaaS or technology company is preferred.

Responsibilities

• Manage customer queries, technical issues, and escalations through email, phone, chat, and ticketing systems.
• Lead, mentor, and support the customer support team, ensuring productivity, service quality, and adherence to SLAs.
• Allocate and monitor team workloads, provide regular coaching and performance feedback, and assist in onboarding and training new team members.
• Coordinate with Product, Engineering, and Customer Success teams for timely issue resolution and continuous process improvement.
• Track support KPIs, prepare performance reports, and identify opportunities to enhance customer satisfaction and operational efficiency.

Skills

Leadership

Communication

Customer management

Problem-solving

SaaS experience

Education

Bachelor's degree

Tools

Ticketing systems

Job description

Job Summary

Senior Customer Support Executive to manage customer support operations while leading a team of support executives. The ideal candidate will ensure excellent customer service, drive team performance, handle escalations, and work closely with cross-functional teams to deliver an exceptional customer experience.

Job Details

• Location: Mumbai
• Employment Type: Full-time

Responsibilities

• Manage customer queries, technical issues, and escalations through email, phone, chat, and ticketing systems.
• Lead, mentor, and support the customer support team, ensuring productivity, service quality, and adherence to SLAs.
• Allocate and monitor team workloads, provide regular coaching and performance feedback, and assist in onboarding and training new team members.
• Coordinate with Product, Engineering, and Customer Success teams for timely issue resolution and continuous process improvement.
• Track support KPIs, prepare performance reports, and identify opportunities to enhance customer satisfaction and operational efficiency.

Requirements

• Bachelor's degree in any discipline.
• 4-7 years of experience in Customer Support or Technical Support, with at least 1-2 years of team handling experience.
• Strong leadership, communication, customer management, and problem-solving skills.
• Experience in a SaaS or technology company is preferred.