Customer Support Lead
Full-Time posted 1 month ago in Customer Support Engineer Shortlist Email JobJob Description
Job Title: Customer Support Lead
Location: Hyderabad, India.
Job Type: Full Time
Experience: 7 – 9 Years
Working Model: Hybrid
Role Overview:
The Customer Support Lead will be responsible for ensuring the operational efficiency of the support team. This role involves managing ticket processes, analysing data to identify errors and patterns, and forecasting the team’s resource needs based on customer demand. The individual will also drive continuous improvements across the team’s four specialized domains.
Key Responsibilities:
- Oversee ticket management processes, ensuring proper categorization, prioritization, and assignment of support tickets.
- Regularly track and report on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Analyze ticket data to identify patterns, common errors, and areas for improvement, providing actionable feedback to the team.
- Forecast workload and resource requirements based on incoming customer volume and growth projections.
- Collaborate with domain experts to streamline ticket handling and enhance process efficiency.
- Identify and implement process improvements in ticket management and reporting systems to boost overall efficiency.
- Prepare detailed reports for management on ticket trends and team performance.
- Act as an escalation point for complex support tickets when required.
Qualifications:
- Proven experience in a customer support or operations management role, preferably in a SaaS environment.
- Strong analytical skills with the ability to assess data, recognize trends, and suggest improvements.
- Excellent organizational abilities with a high attention to detail.
- Experience with ticketing systems such as Zendesk, Jira, or similar platforms.
- Strong communication skills for providing feedback and recommending operational improvements.
- Ability to forecast team needs and workload based on customer and ticket data.
- Familiarity with reporting tools and basic data analysis techniques.
Preferred Skills:
- Experience in process improvement or project management.
- Understanding of customer support best practices and key metrics.
- Knowledge of SaaS business models and customer lifecycle management.
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