Customer Support Lead

22 hours ago

Ahmedabad, India GRIPIT Full time

About UsAt 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.

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