Customer Support Lead

4 weeks ago

Hyderabad Telangana India, Telangana Infinity Learn Full time

Job Title: Escalation Lead – Customer Support

Location: Hyderabad

Department: Customer Experience / Sales Operations

About the Role

We’re looking for a Customer Support Escalation Lead to lead our escalation team and act as the single point of contact (POC) for all sales and counsellor teams. The role involves managing complex student and parent issues, coordinating with cross-functional teams, and driving process improvements to ensure a smooth and consistent customer experience.

Key Responsibilities

  • Lead and mentor the escalation team; ensure timely and quality issue resolution.
  • Act as the POC for sales teams for all customer-related escalations.
  • Coordinate with Product, Tech, Academic, and Operations teams for quick closure.
  • Handle high-impact cases from students and parents professionally.
  • Track, analyze, and report escalation trends with actionable insights.
  • Conduct RCA and implement preventive process improvements.
  • Maintain SLA adherence and ensure transparent communication with stakeholders.

Requirements

  • 2-4 years of experience in customer support / escalation management
  • Strong stakeholder management, problem-solving, and communication skills.
  • Experience working with sales or counsellor teams in a B2C / EdTech setup.
  • Proficiency with CRM tools (Freshdesk, leadsquared , etc.) and Excel/Sheets.
  • Calm under pressure and data-driven in decision-making.

KPIs

  • Escalation resolution within SLA
  • Sales team satisfaction
  • Customer CSAT / NPS improvement
  • Reduction in repeat escalations

Why Join Infinity Learn

  • Work at India’s leading EdTech backed by Sri Chaitanya legacy.
  • Direct impact on student and parent experience.
  • Fast-paced, collaborative, and growth-oriented culture.

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