Customer Support Lead

4 weeks ago


Bengaluru, India NIRA Full time

At NIRA, we are seeking a highly motivated and solution-oriented individual to join us as a Customer Support Lead. In this pivotal role, you'll be instrumental in orchestrating our customer support function, championing process efficiency, adept problem-solving, managing a team and fostering seamless communication. Your mission will be to establish and surpass measurable benchmarks for customer satisfaction, leveraging best industry practices. If you're passionate about elevating customer experiences and excel in fast-paced environments, we invite you to be part of our team.


Key Responsibilities


Develop and Implement Customer Service Strategies: Devise and execute strategies to ensure efficient and seamless customer support across multiple channels, including email, chat, social media, WhatsApp, and cloud contact center.


Measure and Enhance Service Quality: Establish and maintain systems to measure and enhance service quality. Monitor and analyze customer feedback, complaints, and NPS scores for continuous improvement.


Continuous analysis of root cause and sharing feedback: Best customer support is when customers don’t even get a chance to complain. Towards that goal, on an ongoing basis conduct analysis of recurring customer issues and collaborate with cross-functional teams to identify solutions for problems that lead to complaints.


Effective verbal and written communication for escalation management: To succeed in this role, you must be an effective communicator both verbally to engage difficult customers towards constructive outcomes, and in writing to manage internal and external stakeholders such as compliance heads of our business partners.


Reporting and Collaboration: Regularly report on transaction volumes, service standards, and other key insights. Collaborate with relevant teams to identify areas for improvement and implement necessary changes.


Process Optimization: Implement and maintain robust processes to ensure efficient customer support experience. Provide insights for platform development and CRM enhancements to optimize workflow.


Team Management: Lead and mentor the customer support team, conduct regular audits to generate reports on customer interaction, and provide continuous training to ensure team members are equipped to deliver exceptional service as per company standards.


Industry Awareness and Recommendations: Stay informed about industry best practices, digital trends, and customer experience initiatives. Provide recommendations to management on adopting relevant practices to enhance customer satisfaction.


Key Requirements


• Bachelor’s degree in business, finance, or a related field.

• The candidate should have demonstrated a track record of at least 5 years or more in leading customer support teams preferably in the financial services industry.

• Excellent verbal and written communication abilities for strategic dissemination across business stakeholders and customers.

• Client-centric focus aimed at optimizing user experience.

• Strong understanding of omni-channel servicing, digital trends, and customer experience initiatives.


Salary - as per industry standards



  • Bengaluru, India Aegis Customer Support Services Pvt Ltd Full time

    Responsibilities:Managing a team of representatives offering customer support.Overseeing the customer service process.Resolving customer complaints brought to your attention.Creating policies and procedures.Planning the training and standardization of service delivery.Selecting and hiring new staff.Monitoring the work of individual representatives and of the...


  • Bengaluru, India Child Support Foundation Full time

    Role-customer support Associate qualification-puc/Graduate Languages-english Hindi sal-17000-20000 **Job Types**: Full-time, Permanent, Fresher Schedule: - Day shift - Monday to Friday - Morning shift Ability to commute/relocate: - Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required) **Education**: - Higher...


  • Bengaluru, India Child Support Foundation Full time

    Compnay: Altuist Role :Customer support Associate Qualification: Graduate Languages:Eng ,Hin Loc:kudlu :Gate Timeings:Mon-Fri **Job Types**: Full-time, Permanent, Fresher **Salary**: ₹17,000.00 - ₹21,000.00 per month Schedule: - Day shift - Monday to Friday Supplemental pay types: - Performance bonus - Quarterly bonus - Yearly...

  • Customer Support

    2 days ago


    Bengaluru, Karnataka, India Child Support Foundation Full time

    Company Name: - Startek Ageis BPO Process: - Phone Pe(Voice ) Qualification: - Graduates Languages: - English and Hindi Experinece: - 0-1 Years of Exerinece in BPO Shifts: - Rotational Shift Female: - 7AM - 8PM Male: - 7AM - 12AM Salary: - 23,000/- CTC + Quarterly Bonus 3,894 Location: - Shivaji Nagar Pay: ₹23,000.00 per...

  • Customer Support

    1 month ago


    Bengaluru, Karnataka, India Child Support Foundation Full time

    Company Name: - ONE POINT ONE SOLUTIONS Languages: - English + Hindi Qualification: - Graduation manadatory Salary: - 35K + Incentives Experience: - only in B2B Sales Working Days: - 6 Days of Working (Sunday fixed holiday) Timings: - 9:00 Am - 6:00 PM Location: - Near Krishna Reddy Industrial Area, Hosapalaya, Muneshwara Nagar, Bengaluru, Karnataka...

  • Customer Care Agent

    4 weeks ago


    Bengaluru, India 247 customer service Full time

    Hiring for International Voice Process for USA, UK and Australia shifts. For further information contact DIWAKER - 8073842848 **Job Types**: Full-time, Fresher **Salary**: From ₹17,000.00 per month **Benefits**: - Commuter assistance - Health insurance - Provident Fund Schedule: - Rotational shift - UK shift - US shift Supplemental pay types: -...


  • Bengaluru, India Kapture CX Full time

    ● Provide day-by-day management for Tier 1 and Tier 2 Support Executives including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for Tier 2 ● Analyze data to drive performance and eliminate friction points for customers ● Act as a customer and...


  • Bengaluru, India Kapture CX Full time

    ● Provide day-by-day management for Tier 1 and Tier 2 Support Executives including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for Tier 2 ● Analyze data to drive performance and eliminate friction points for customers ● Act as a customer and...


  • Bengaluru, India Kapture CX Full time

    ● Provide day-by-day management for Tier 1 and Tier 2 Support Executives including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for Tier 2 ● Analyze data to drive performance and eliminate friction points for customers ● Act as a customer and...


  • Bengaluru, Karnataka, India Child Support Foundation Full time

    Responsible to handle the queries and complaints from Flipkart customers on inbound calls. - Provide information including Delivery time and other queries related to the product. - Fulfill invoice requests on purchased products. - Should have a minimum of 1 Year experience in BPO. - Should be proficient in spoken English and Hindi. Pay: ₹15,000.00 -...


  • Bengaluru, India Comtek Solution Full time

    About the job : SAP Customer Service LeadLocation : Bangalore- Minimum 10 years of experience in implementation & Support of S4 HANA CS projects.- Minimum 3 E2E experience in leading the CS track.- SAP configuration, implementation, and support in S/4 Hana environment.- Prefer to have global experience in leading the CS track in multiple country...


  • Shivaji Nagar, Bengaluru, Karnataka, India Child Support Foundation Full time

    **Hiring for Voice Process** Minimum qualification - Graduate Minimum experience - 0-1 yr 6 days working ( Rotational week off) 9 hrs ( Rotational shift) Salary - 1.8 LPA to 3.5 LPA Job Location - Shivajinagar, Bangalore **Job Types**: Full-time, Permanent, Fresher Pay: ₹12,000.00 - ₹25,000.00 per month **Benefits**: - Paid sick time - Paid...

  • Sales Support

    7 days ago


    Bengaluru, India ABB Full time

    **Sales Support - Customer Support**: **Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we...

  • Customer Support

    4 weeks ago


    Bengaluru, India SAM Manpower and Career Services Full time

    Job Description We are looking for an experienced Customer Support Representative to join our team. As a Customer Support Representative, you will be responsible for providing excellent customer service to our clients by addressing their concerns, answering their questions, and resolving any issues that may arise. **Responsibilities**: Would be closely...


  • Bengaluru, India Recruit kart private limited Full time

    **Roles and Responsibilities** - Resolve the customer concern to be in line with standards defined basis client policies and guidelines. - Make decisions according to the defined Policies and Procedures with High level of accuracy - Responsible to deliver high quality and productivity results that meet the identified targets. - Strong ability to multitask...

  • Customer Support

    1 month ago


    Bengaluru, Karnataka, India Lifetime Health Plus Care Pvt Ltd Full time

    Job Title: Customer Support Executive - Health Care industry (mandatory) Location: Bangalore Company: Lifetime Health About Us: Lifetime Health is a leading healthcare home service startup dedicated to providing personalized and top-quality healthcare services to our clients. We are committed to improving the health and well-being of our customers by...


  • Bengaluru, India Rippling Full time

    **About Rippling** Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform. By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take...


  • Bengaluru, India Entomo Full time

    **Join us to build enterprises of tomorrow**: **Customer Support Officer**: **Location**:Bangalore**: **Summary** At entomo, we have a welcoming and energetic environment that encourages collaboration and innovation. We never lose sight of our highest priority: ensuring that all our customers feel that they are supported throughout their customer journey. As...


  • Bengaluru, India S&S Properties Full time

    Maintaining a positive, empathetic, and professional attitude towards customers at all times. - Responding promptly to customer inquiries. - Communicating and coordinating with colleagues as necessary. - Providing feedback on the efficiency of the customer service process. - Determines the needs of the customer and responds accordingly, seeking assistance or...


  • Bengaluru, India Vsnap Technology Solutions Pvt Ltd Full time

    Homes247.in is seeking active and cheerful Female Customer Support Executives for our Bangalore Branch. The candidates must have excellent communication skills and persuasive skills.Be a part of India's Favourite Real Estate Portal and scale up your career with the best.Qualifications (FEMALE CANDIDATES ONLY)PUC/ Any Degree0-3 years...