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Customer Sucess

Customer Support Lead

full-timeBangalore, Indiahybrid4–8 years
Job ID: BZ1136Posted April 26, 2026

Lead, mentor, and scale the Support team (Support Executives & Specialists).
Handle escalations and resolve complex technical & functional issues.
Ensure timely ticket resolution across email, chat, phone, WhatsApp, and portal while meeting SLA targets.
Monitor key metrics (CSAT, NPS, response time, resolution time) and continuously improve support processes.
Work closely with Product & Engineering teams to report bugs and drive product improvements based on customer feedback.
Build and maintain knowledge base, FAQs, and self-help resources.
Conduct training for the support team and onboarding sessions for customers.
Identify upselling opportunities and collaborate with the Sales team.

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