Customer Support Lead

About Us

At GRIPIT, we partner with leading global brands to help them establish and scale in India. From import and distribution to e-commerce, marketing, and after-sales service, we deliver end-to-end solutions that connect global innovation with Indian consumers.

With a growing portfolio of premium international brands such as Bissell, Narwal, Yale, and EcoFlow, customer experience is central to how we build trust and deliver value.

Key Responsibilities:

• Lead, train, and mentor a team of Customer Service Executives handling calls, emails, chats, and service requests.

• Monitor team performance metrics including AHT, FCR, CSAT, NPS, and overall complaint resolution efficiency.

• Ensure seamless execution of service SOPs, managing escalations and ensuring timely customer solutions.

• Coordinate closely with Cavitak operations, demo experts, repair partners, and logistics teams for faster resolutions.

• Review and publish weekly/monthly service performance reports with actionable insights.

• Integrate customer feedback into continuous process improvements and enhance service workflows.

• Maintain GRIPIT's premium service experience, aligned with global customer experience standards.

Key Skills & Competencies:

• 5+ years of customer service experience, with at least 2 years in a team lead or managerial role.

• Strong people management skills with the ability to coach, motivate, and guide teams.

• Analytical capability to interpret KPIs and drive performance improvements.

• Excellent communication and escalation management skills.

• Proficiency in CRM tools (Zoho or similar) and contact center operations.

• Experience handling premium/luxury brands or premium home appliances is an added advantage.