Team Lead -Customer Support

Netclues; Ahmedabad District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Netclues in Ahmedabad district invites an experienced Client Support Leader to mentor a growing team, manage client relationships, and ensure top quality across website, SEO and digital marketing projects. You will set daily and weekly targets, monitor performance, coordinate with design, development and marketing teams, and drive process improvements through SOPs and escalation matrices.

Strong communication in English and Hindi is preferred, with a track record of reducing churn and increasing

Qualifications

• Graduate in any discipline (MBA/PGDBM preferred).
• 4-7 years of experience in client support, customer success or account management.
• Proven experience managing a team of 5 or more members.
• Excellent verbal and written communication in English and Hindi (Gujarati is a plus).
• Strong problem-solving, conflict-resolution, and negotiation skills.
• Working knowledge of CRM/ticketing tools (Zoho, Freshdesk, HubSpot, etc.).
• Basic understanding of websites, hosting, domains, and digital marketing services.

Responsibilities

• Lead, mentor, and motivate the client support team
• Assign tasks, set daily and weekly targets, and monitor performance
• Conduct regular team meetings, training sessions, and performance reviews
• Build a culture of accountability, ownership, and quick response
• Act as the main escalation point for all client concerns
• Build strong relationships with clients to improve satisfaction and loyalty
• Proactively check in with clients to understand their needs and prevent churn
• Identify upsell and cross-sell opportunities (website, SEO, digital marketing, maintenance)
• Handle renewals, follow-ups, and feedback collection
• Oversee support tickets, emails, calls, and chats to make sure SLAs are met
• Coordinate with design, development, and digital marketing teams to resolve client issues quickly
• Maintain clear documentation of client requests, issues, and resolutions
• Track and report KPIs such as response time, resolution time, CSAT, and retention rate
• Identify recurring issues and suggest process improvements
• Create and update support workflows, SOPs, and escalation matrices
• Report regularly to management on client status and team performance

Skills

English communication

Hindi communication

Team leadership

Client relationship building

CRM and ticketing

Education

MBA / PGDBM preferred

Bachelor’s degree in any discipline

Tools

Zoho

Freshdesk

HubSpot

Job description

• Lead, mentor, and motivate the client support team
• Assign tasks, set daily and weekly targets, and monitor performance
• Conduct regular team meetings, training sessions, and performance reviews
• Build a culture of accountability, ownership, and quick response

Client Handling and Retention

• Act as the main escalation point for all client concerns
• Build strong relationships with clients to improve satisfaction and loyalty
• Proactively check in with clients to understand their needs and prevent churn
• Identify upsell and cross-sell opportunities (website, SEO, digital marketing, maintenance)
• Handle renewals, follow-ups, and feedback collection

Support Operations

• Oversee support tickets, emails, calls, and chats to make sure SLAs are met
• Coordinate with design, development, and digital marketing teams to resolve client issues quickly
• Maintain clear documentation of client requests, issues, and resolutions
• Track and report KPIs such as response time, resolution time, CSAT, and retention rate

Process Improvement

• Identify recurring issues and suggest process improvements
• Create and update support workflows, SOPs, and escalation matrices
• Report regularly to management on client status and team performance

Required Skills and Qualifications

• Graduate in any discipline (MBA/PGDBM preferred)
• 4-7 years of experience in client support, customer success, or account management, preferably in an IT, web, or digital agency
• Proven experience managing a team of 5 or more members
• Excellent verbal and written communication in English and Hindi (Gujarati is a plus)
• Strong problem-solving, conflict-resolution, and negotiation skills
• Working knowledge of CRM/ticketing tools (Zoho, Freshdesk, HubSpot, etc.)
• Basic understanding of websites, hosting, domains, and digital marketing services