Customer Support Lead
Skeps
Customer Service
Gurugram, Haryana, India
Posted on Feb 20, 2025
Customer Support Lead
Gurugram, IndiaSkeps, a blockchain-based tech company, offers the first microservices platform embedding financial solutions into customer journeys. Our innovative multi-lender POS financing solution simplifies lending for high-value purchases, integrating seamlessly into merchant websites, stores, and omnichannel checkouts, reducing purchase friction and boosting lifetime value. Currently, we’re looking for a candidate who will have strong experience in leading customer support teams, resolving escalated issues, and improving overall customer satisfaction through process optimization and collaboration with cross-functional teams.
Apply NowAs a Customer Support Lead, you will,
- Lead the support team in effectively resolving customer technical issues.
- Provide advanced technical solutions for escalated cases and ensure prompt resolution.
- Provide advanced technical solutions for escalated cases and ensure prompt resolution.
- Track, analyze, and improve key performance metrics such as resolution time and CSAT (Customer Satisfaction Scores).
- Work closely with engineering and product teams to identify and address recurring issues.
- Manage and optimize support platforms and tools to enhance efficiency.
- Develop and maintain technical knowledge bases for internal teams and customers.
- Align support strategies with technical improvements to drive customer satisfaction and retention.
As a Customer Support Lead, you must have
- 4+ years in customer support, technical support, or a related field.
- Experience in leading and mentoring support teams.
- Strong problem-solving skills with the ability to handle escalated technical issues.
- Hands-on experience with support tools, automation, and workflow optimization.
- Excellent analytical skills to track and improve performance metrics.
- Strong collaboration skills to work with engineering and product teams.
- Exceptional communication and customer-handling skills.