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Customer Support Team Lead

4 months ago

Hyderabad, India Infinity Learn Full time

Customer Support Team Lead

The Opportunity

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.