Head of Customer Support

Customer Support Head

Location - Bhopal ( Mon -Sat)

Roles & Responsibilities:

• Lead and manage the customer support team and ensure smooth day-to-day operations.
• Handle escalated customer queries and ensure timely and effective resolution.
• Monitor key support metrics such as response time, resolution time, CSAT, and ticket closure.
• Train, mentor, and monitor team performance and call/chat quality.
• Maintain SOPs and ensure proper use of CRM/helpdesk tools.
• Analyse recurring customer issues and coordinate with internal teams for resolution.
• Prepare regular support performance and escalation reports for management.

Experience & Qualifications:

• 4–6 years of experience in Customer Support/Customer Experience, with 2+ years of team-handling experience.
• Strong leadership, communication, problem-solving, and escalation-management skills.
• Experience with CRM/helpdesk tools and customer support KPIs.
• D2C, e-commerce, technology, hospitality, or consumer-facing experience preferred.