Support Lead

5 days ago

bangalore, India Bhash Software Labs Full time

Hiring:- SUPPORT LEAD 𝗝𝗼𝗯 𝗧𝗶𝘁𝗹𝗲: Support Lead – Ticketing & IVR Operations 𝗦𝗮𝗹𝗮𝗿𝘆: ₹5–6 LPA 𝗗𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁: Customer Support 𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Bangalore 𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝗧𝗼: Support Manager / Operations Head--- 𝗥𝗼𝗹𝗲 𝗦𝘂𝗺𝗺𝗮𝗿𝘆We are looking for a Support Lead to manage day-to-day customer support operations across Email, IVR calls, and ticketing systems. You'll lead a small support team, monitor quality, ensure timely resolutions, and coordinate with internal teams to deliver a superior customer experience.--- 𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 Daily Ticketing Operations• Monitor and manage incoming tickets via Email, IVR callbacks & CRM• Assign tickets and ensure timely closure• Track SLA compliance & reduce backlog• Ensure zero unattended tickets Team Support & Guidance• Lead and guide a team of 3–8 support agents• Assist in complex customer issues• Provide basic training on tone, responses & product knowledge Email & IVR Quality Management• Review ticket responses for accuracy & tone• Ensure IVR calls are handled professionally• Take up escalations and resolve swiftly Cross-Team Coordination• Work with tech teams for bug reporting & follow-ups• Coordinate with sales for customer account queries• Share repeated issues to improve processes Reporting• Prepare daily/weekly reports – ticket count, SLA, productivity• Highlight critical issues needing attention--- 𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗱 𝗦𝗸𝗶𝗹𝗹𝘀 & 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 3–5 years in customer support/ticketing operations Experience with Freshdesk/Zendesk/Zoho or similar tools Basic IVR handling knowledge Strong communication (English + Hindi/Tamil preferred) Problem-solving & escalation handling Ability to manage small teams--- 𝗪𝗵𝗮𝘁 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗟𝗼𝗼𝗸𝘀 𝗟𝗶𝗸𝗲 90%+ SLA compliance Reduced open/backlog tickets Smooth coordination across teams Faster customer responses Professional handling of escalations--- 𝗪𝗵𝘆 𝗝𝗼𝗶𝗻 𝗨𝘀? Work with India's leading SMS & WhatsApp API provider Grow into Support Manager / Support Head Ownership-driven role with real impact on customer experience

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    2 days ago

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    3 days ago

    bangalore, India Bhash Software Labs Full time

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    bangalore, India Bhash Software Labs Full time

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