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Customer Support Team Leader

4 weeks ago

Viman Nagar, India Knoxed Infotech Full time

Location: Viman Nagar, Pune, Maharashtra

Salary: ₹45,000 - ₹55,000 per month (Based on skill level)

Office Timings: Monday - Friday, 11:30 AM – 08:30 PM

Knoxed Infotech has zeal and expertise in technology and innovation to make your dreams a reality. We are an ISO-TUV certified company with experience in the market of over 10 years. The following are some of the services we provide:

1. IT Services and solutions

2. Custom Software Development

3. Customer Support

4. Graphics

We also support Clients based in the UK and Germany through our dedicated departments as follows:

1. Procurement

2. Sales

3. Human Resources

We have our office locations in the UK, Germany and China. We believe in and support diversity. Our teams come from different Geographical locations within India and we believe that adds richness to our skill sets and knowledge. Our products are supplied to big-name brands and have been featured in the famous international magazine, having received an excellent five-star rating. We have, over the years, remained committed to providing our clients with quality, customized service and it is this business model that has allowed us to expand and grow.

Key Responsibilities

  • Team Leadership & Management

  • Lead, mentor, and motivate a team of customer support representatives.

  • Conduct regular performance reviews, coaching sessions, and training programs.
  • Manage schedules, shift planning, and ensure adequate coverage.

  • Customer Experience

  • Monitor customer interactions (calls, chats, emails, tickets) to ensure quality standards.

  • Handle escalations and resolve complex customer issues promptly.
  • Identify recurring customer pain points and propose solutions.

  • Process & Performance Management

  • Define and track KPIs such as response time, resolution time, CSAT, and NPS.

  • Optimize workflows, knowledge base, and support tools for efficiency.
  • Collaborate with product and operations teams to escalate and resolve systemic issues.

  • Reporting & Analysis

  • Prepare weekly and monthly reports on team performance and customer satisfaction.

  • Provide insights and recommendations for continuous improvement.
  • Track trends in customer queries to inform product and policy decisions.

Requirements

  • Bachelor's degree (Business, Communications, or related field preferred).
  • 4–5 years of customer support experience, with at least 1–2 years in a leadership or supervisory role.
  • Strong understanding of customer support tools (e.g. Freshdesk, talkchat, Ebay)
  • Excellent communication, conflict resolution, and people management skills.
  • Data-driven mindset with experience in reporting and KPI management.
  • Ability to work in a fast-paced environment and manage competing priorities..

Preferred Skills

  • Experience working in e-commerce technology-driven environments.
  • Familiarity with CRM systems and ticketing workflows.
  • Strong analytical and problem-solving skills.
  • Passion for customer advocacy and continuous improvement.
  • Proficiency in MS-Excel, Google Spreadsheet is mandatory