Customer Support Lead

Job Role-Customer Support LeadJob Location-Noida Experience Required-4 to 7 YearsAbout Times InternetAt Times Internet, we create premium digital products that simplify and enhance the lives of millions. As India’s largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions.Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations.As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity. We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt.We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next levelAbout the Business UnitsEconomicTimes.comis India’s leading destination for students, business owners, mid and senior management professionals, academics, thinkers, and polity alike. Economictimes.com's reach among small enterprises, professionals, and the business community is unprecedented - 80% of time spent on business news in India is on ET. Over 50 million monthly unique users on the platform, 13+ million audiences on social handles and several million newsletter subscribers. ET shapes India Inc’s views and opinions. EconomicTimes.com is from the brand stable of Times Internet, India’s largest digital products company - seven of the ten netizens in India consume one or more of Times Internet products. Our products inform, entertain and enable 500 Mn+ internet users every month. Our product suite of over 35 brands includes EconomicTimes.com, ETMoney, and TimesofIndia.in, Eight regional news destinations, TechGig, Gaana, and MX Player, among othersAbout the Role: We are looking for a proactive and customer-obsessed Customer Support Lead to elevate the experience of our premium customers across Economic Times digital products, including ET Prime and ET Masterclass. The ideal candidate will be hands-on with support tools like Freshdesk, experienced in leading high-touch customer support operations, and skilled in deploying AI-driven automation, including chatbot training and optimization.Work Responsibilities: Lead end-to-end customer support operations, ensuring timely and empathetic resolution of all queries raised by our premium users. Own and optimize the Freshdesk setup – workflows, SLAs, reporting, ticket categories, and escalation matrices.Develop and continuously improve chatbot experiences using tools like Freshchat or other AI platforms.Collaborate with product and tech teams to train AI on resolving frequently asked questions, edge cases, and context-sensitive requests.Design and implement automation workflows to reduce resolution time and increase first-contact resolution rate.Analyze support trends and generate monthly insights to drive process improvement.Conduct regular training and upskilling for support executives on product knowledge, soft skills, and system updates.Act as the voice of the customer in internal forums, ensuring customer pain points are understood and addressed cross-functionally.Skills, Experience & Expertise: 4–7 years of experience in customer support, with at least 2 years in a team lead or process owner role. Strong experience in using Freshdesk or similar CRM tools. Hands-on experience with setting up and managing chatbots and AI-driven helpdesk solutions. Understanding of customer journey design, support SLAs, and knowledge base management. Data-driven mindset with comfort in working with analytics dashboards and ticket trend reports. Excellent written and verbal communication skills with high empathy quotient. Prior experience supporting premium or high-ticket customers is a plus.