Customer Support Team Lead

4 weeks ago

hyderabad, India Infinity Learn Full time
Customer Support Team Lead
We are searching for a passionate and experienced Customer Support Team Lead to join our growing team. You will play a pivotal role in ensuring our customers have a positive and successful experience with our educational technology solutions.
Responsibilities
· Lead and motivate a team of customer support representatives, fostering a collaborative and high-performing environment.
· Manage the customer support queue, prioritizing inquiries and ensuring timely resolution.
· Provide exceptional customer service through various channels (phone, email, chat) by resolving complex issues, troubleshooting problems, and escalating critical situations as needed.
· Develop and implement strategies to improve customer satisfaction metrics (e.g., CSAT scores, resolution times).
· Coach and mentor team members, providing ongoing training and development opportunities.
· Monitor team performance, identify areas for improvement, and implement corrective actions.
· Collaborate with other departments (e.g., product development, engineering) to ensure customer needs are addressed effectively.
· Stay up-to-date on our EdTech products and services, industry trends, and best practices in customer support.
Qualifications
· Bachelor's degree in a relevant field (e.g., education, communication, business) or equivalent experience.
· Minimum of 5 years of experience in a customer service leadership role, Preferably Ed-Tech Industry.
· Proven experience in leading and motivating high-performing teams.
· Demonstrated ability to resolve complex customer issues efficiently and effectively.
· Excellent communication, interpersonal, and problem-solving skills.
· Strong analytical and reporting skills.
· Proficiency in customer relationship management (CRM) software and other relevant tools (e.g., ticketing systems).
· A passion for education technology and a commitment to providing exceptional customer service.

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