Support Team Lead

GRIPIT; Ahmedabad District; Sur place; INR 600 000 - 1 200 000; Plein temps

Résumé du poste

GRIPIT in Ahmedabad is seeking a Team Lead - Customer Support to oversee day-to-day operations across calls, emails, chats and other channels. You will lead a team of Customer Support Executives, manage ticket allocation, and ensure timely resolutions within SLA.

You will use Zoho CRM and Zoho Desk to track interactions, monitor KPIs, and coach the team for improved productivity and service quality. Strong collaboration with Sales, E-commerce, Operations and Aftersales is essential, along with

Qualifications

• 3–5 years in customer support or service operations.
• At least 1–2 years in a Team Lead role.
• Hands-on experience with Zoho is mandatory.

Responsabilités

• Lead and manage a team of Customer Support Executives handling queries across calls, emails, chats, and other channels.
• Monitor daily operations, ticket allocation, pending queries, resolution timelines, and SLA adherence.
• Use Zoho CRM and related Zoho applications to track customer interactions, manage tickets, monitor team performance, and maintain records.
• Track key performance metrics such as response time, resolution time, CSAT, ticket backlog, and first‑contact resolution.
• Handle customer escalations and ensure timely resolution through coordination with internal teams.
• Work closely with Sales, E-commerce, Operations, Logistics, and Aftersales teams to resolve customer issues.
• Review team performance, conduct regular follow‑ups, and coach team members to improve productivity and service quality.
• Prepare daily, weekly, and monthly performance reports and identify areas requiring improvement.
• Maintain support SOPs, escalation processes, and workflows to ensure consistency in service delivery.
• Identify gaps in existing processes and improve the use of Zoho for customer query tracking, reporting, and operational visibility.

Connaissances

Team leadership

Ticket management

KPI tracking

Performance reporting

MS Excel/Google Sheets

Excellent communication

Cross-functional coordination

Outils

Zoho CRM

Zoho Desk

Description du poste

We are looking for a Team Lead - Customer Support to manage day-to-day customer support operations at GRIPIT. The role requires strong team management skills, hands‑on experience with Zoho, and the ability to monitor customer queries, manage escalations, and ensure timely resolution across support channels.

Key Responsibilities

• Lead and manage a team of Customer Support Executives handling customer queries across calls, emails, chats, and other support channels.
• Monitor daily operations, ticket allocation, pending queries, resolution timelines, and SLA adherence.
• Use Zoho CRM and related Zoho applications to track customer interactions, manage tickets, monitor team performance, and maintain accurate records.
• Track key performance metrics such as response time, resolution time, CSAT, ticket backlog, and first‑contact resolution.
• Handle customer escalations and ensure timely resolution through coordination with internal teams.
• Work closely with Sales, E-commerce, Operations, Logistics, and Aftersales teams to resolve customer issues.
• Review team performance, conduct regular follow‑ups, and coach team members to improve productivity and service quality.
• Prepare daily, weekly, and monthly performance reports and identify areas requiring improvement.
• Maintain support SOPs, escalation processes, and workflows to ensure consistency in service delivery.
• Identify gaps in existing processes and improve the use of Zoho for customer query tracking, reporting, and operational visibility.

Skills & Experience

• 3–5 years of experience in customer support or customer service operations, with at least 1–2 years in a Team Lead role.
• Hands‑on experience with Zoho is mandatory, preferably Zoho CRM and/or Zoho Desk.
• Good understanding of ticket management, CRM workflows, escalation handling, and customer support processes.
• Experience in team management, KPI tracking, and performance reporting.
• Working knowledge of MS Excel or Google Sheets.
• Strong communication, problem‑solving, and coordination skills.
• Experience in e‑commerce, consumer electronics, or aftersales support will be an added advantage.