Support Team Lead

We are looking for a Team Lead - Customer Support to manage day-to-day customer support operations at GRIPIT. The role requires strong team management skills, hands-on experience with Zoho, and the ability to monitor customer queries, manage escalations, and ensure timely resolution across support channels.

Key Responsibilities

• Lead and manage a team of Customer Support Executives handling customer queries across calls, emails, chats, and other support channels.
• Monitor daily operations, ticket allocation, pending queries, resolution timelines, and SLA adherence.
• Use Zoho CRM and related Zoho applications to track customer interactions, manage tickets, monitor team performance, and maintain accurate records.
• Track key performance metrics such as response time, resolution time, CSAT, ticket backlog, and first-contact resolution.
• Handle customer escalations and ensure timely resolution through coordination with internal teams.
• Work closely with Sales, E-commerce, Operations, Logistics, and Aftersales teams to resolve customer issues.
• Review team performance, conduct regular follow-ups, and coach team members to improve productivity and service quality.
• Prepare daily, weekly, and monthly performance reports and identify areas requiring improvement.
• Maintain support SOPs, escalation processes, and workflows to ensure consistency in service delivery.
• Identify gaps in existing processes and improve the use of Zoho for customer query tracking, reporting, and operational visibility.

Skills & Experience

• 3–5 years of experience in customer support or customer service operations, with at least 1–2 years in a Team Lead role.
• Hands-on experience with Zoho is mandatory, preferably Zoho CRM and/or Zoho Desk.
• Good understanding of ticket management, CRM workflows, escalation handling, and customer support processes.
• Experience in team management, KPI tracking, and performance reporting.
• Working knowledge of MS Excel or Google Sheets.
• Strong communication, problem-solving, and coordination skills.
• Experience in e-commerce, consumer electronics, or aftersales support will be an added advantage.