Customer Support Team Lead

Job Description

Brand:Sotrue

Location:Sector 6, Noida (In-Office)

Role:Customer Support Lead

About Us:

Sotrueis India's firstglow-first beauty brand, reimagining glow not just as a finish but as a feeling. We create effortless, everyday skincaremakeup hybrids made for Indian skin tones, climates, and lifestyles.

Built for the women of Bharat who want glow they can trust,Sotrueblendshigh-performance formulas, inclusive shades, and relatable storytellingto make beauty simple and accessible.

With strong presence acrossD2C, marketplaces, and quick commerce, we're scaling fast on track to reach100 Cr ARR by 2026.

Our leadership team includes professionals fromBain & Co.andKPMG.

Role Overview:

The Customer Support Lead is responsible for overseeing daily support operations, leading a team of customer support representatives, and ensuring an exceptional customer experience. This role bridges frontline support and management by coaching team members, improving processes, and ensuring service-level targets are met.

KeyResponsibilities:-

• Lead, mentor, and motivate a team of customer support representatives
• Act as an escalation point for complex or high-priority customer issues
• Ensure timely, accurate, and professional responses across all support channels (email, chat, phone, social media, etc.)
• Ensure adherence to company policies, workflows, and quality standards
• Support the rollout of new tools, features, or support initiatives
• Prepare and presentweekly reports of the customer support team
• Create, analyse, and shareMIS reportson calls, tickets, resolution time, and customer satisfaction
• Ensure proper usage and maintenance ofCRM and Tele-CRM tools

RequiredQualifications:-

• Bachelor's degree or equivalent practical experience
• 35 years of experience in customer support or customer service
• 12 years of experience in a leadership or senior support role
• Strong knowledge ofCRM tools and Tele-CRM systems
• Proficiency inMicrosoft Excel(VLOOKUP/XLOOKUP, Pivot Tables, formulas, dashboards)
• Must knowhow to create and analyseMIS reports

Key Skills &Competencies:-

• Leadership and people management
• Conflict resolution and de-escalation
• Time management and prioritization
• Process optimization
• Clear written and verbal communication