Executive-customer/technical support
Location: Pune
• Experience: Senior Level
• Openings: 1
Job description
Roles and
responsibilities
Recruit, manage,
coach, and develop a team of support specialists; deliver consistent coaching
and performance feedback, execute individual PIPs, and close performance gaps
to build accountability.
Own and improve
team-level KPIs — productivity, quality (IQS), CSAT, AHT, SLA/TAT, backlog, esclation
rate, and attrition.
Monitor daily
operations, assign priorities, manage workload and backlog; support capacity
planning and scheduling, and trigger overtime decisions with 24 hours’ notice
where possible to ensure timely case closure.
Use SQL to
investigate complex cases — validating records, transactions, payouts, and
workflow status — and guide the team on root-cause findings and accurate
resolution notes in Zendesk or similar tools.
Own escalated,
sensitive, or ambiguous cases as primary escalation point to the Client
Operations Lead, ensuring each escalation carries clear context, data evidence,
impact, and next steps.
Drive governance
through daily huddles, KPI reviews, performance trackers, quality checks, and
action-item closure; ensure SOP adherence across the team.
Identify recurring
defects, process gaps, escalation trends, and workflow inefficiencies;
recommend SOP, macro, dashboard, or process improvements/automations.
Partner with cross-functional
teams — operations, quality, training, product, and data — to reduce
escalations, resolve blockers, and improve contributor experience.
Must Have
5+ years in customer support, operations, or customer experience — including team mentoring, or escalation ownership and 3+ years in people management, with a proven record of owning and improving team-level KPIs.
experience with ticketing tool such as Zendesk/Freshdesk/Slack