Customer Support Lead
5 days ago
About Us
At GRIPIT, we partner with leading global brands to help them establish and scale in India. From import and distribution to e-commerce, marketing, and after-sales service, we deliver end-to-end solutions that connect global innovation with Indian consumers.
With a growing portfolio of premium international brands such as Bissell, Narwal, Yale, and EcoFlow, customer experience is central to how we build trust and deliver value.
Key Responsibilities:
• Lead, train, and mentor a team of Customer Service Executives handling calls, emails, chats, and service requests.
• Monitor team performance metrics including AHT, FCR, CSAT, NPS, and overall complaint resolution efficiency.
• Ensure seamless execution of service SOPs, managing escalations and ensuring timely customer solutions.
• Coordinate closely with Cavitak operations, demo experts, repair partners, and logistics teams for faster resolutions.
• Review and publish weekly/monthly service performance reports with actionable insights.
• Integrate customer feedback into continuous process improvements and enhance service workflows.
• Maintain GRIPIT's premium service experience, aligned with global customer experience standards.
Key Skills & Competencies:
• 5+ years of customer service experience, with at least 2 years in a team lead or managerial role.
• Strong people management skills with the ability to coach, motivate, and guide teams.
• Analytical capability to interpret KPIs and drive performance improvements.
• Excellent communication and escalation management skills.
• Proficiency in CRM tools (Zoho or similar) and contact center operations.
• Experience handling premium/luxury brands or premium home appliances is an added advantage.
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