Customer Support Lead

CUSTOMER SUPPORT LEAD

Title: Customer Support Lead
Reports to: CEO
Department: Customer Experience

Role Summary

The Customer Support Lead owns customer resolution, backlog control, and retention support.

This role protects brand trust and improves repeat purchases.

Key Responsibilities

Customer Resolution

• Manage chats & complaints
• Clean pending backlog
• Enforce refund SOP
• Handle claims

Team Management

• Assign workloads
• Train support agents
• Maintain service quality

Retention Support

• Capture feedback
• Identify recurring issues
• Support repeat purchase flows

KPIs

• Response time
• Resolution rate
• Pending backlog %
• Refund %
• Repeat order %
• CSAT/NPS

Requirements

• Customer support leadership experience
• Strong communication skills
• Conflict resolution ability
• Organized workflow management
• Calm under pressure

Success Definition

Customers feel handled quickly.
Backlogs don’t grow.
Support improves retention.

Job Type: Full-time

Pay: Rs40,000.00 - Rs70,000.00 per month

Work Location: In person