Customer Support Lead

20 hours ago

Hyderabad, Telangana, India Infinity Learn Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Title: Escalation Lead – Customer Support

Location:
Hyderabad

Department:
Customer Experience / Sales Operations

About the Role

We're looking for a
Customer Support Escalation Lead
to lead our escalation team and act as the
single point of contact (POC)
for all
sales and counsellor teams
. The role involves managing complex student and parent issues, coordinating with cross-functional teams, and driving process improvements to ensure a smooth and consistent customer experience.

Key Responsibilities

  • Lead and mentor the escalation team; ensure timely and quality issue resolution.
  • Act as the
    POC for sales teams
    for all customer-related escalations.
  • Coordinate with Product, Tech, Academic, and Operations teams for quick closure.
  • Handle high-impact cases from students and parents professionally.
  • Track, analyze, and report escalation trends with actionable insights.
  • Conduct RCA and implement preventive process improvements.
  • Maintain SLA adherence and ensure transparent communication with stakeholders.

Requirements

  • 2-4 years of experience in
    customer support / escalation management
  • Strong stakeholder management, problem-solving, and communication skills.
  • Experience working with
    sales or counsellor teams
    in a
    B2C / EdTech setup
    .
  • Proficiency with
    CRM tools
    (Freshdesk, leadsquared , etc.) and Excel/Sheets.
  • Calm under pressure and data-driven in decision-making.

KPIs

  • Escalation resolution within SLA
  • Sales team satisfaction
  • Customer CSAT / NPS improvement
  • Reduction in repeat escalations

Why Join Infinity Learn

  • Work at India's leading EdTech backed by Sri Chaitanya legacy.
  • Direct impact on student and parent experience.
  • Fast-paced, collaborative, and growth-oriented culture.

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