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ClosedPosted 46 days ago

Customer Support Lead

Scrabble & Jigsaw

Where
Lucknow, India

This posting closed on 2026-10-23.

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Share of postings closed within
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  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 46 days ago

The posting

Customer Support Lead

## Company Overview Not specified.

## Job Summary The Customer Support Lead is responsible for overseeing the customer support team, ensuring high-quality service delivery, and fostering positive customer relationships. This role plays a vital part in enhancing customer satisfaction, resolving escalated issues, and implementing support strategies aligned with organizational goals.

## Responsibilities - Lead and manage the customer support team to ensure timely and effective resolution of customer inquiries and issues. - Develop, implement, and optimize customer support processes, policies, and best practices. - Monitor team performance through key metrics, providing coaching and feedback to improve service quality. - Handle escalated customer complaints and complex issues, ensuring customer satisfaction and retention. - Collaborate with cross-functional teams such as sales, product, and technical support to address customer needs and improve overall service. - Train and onboard new support team members, fostering a customer-centric support culture.

## Qualifications - Proven experience in customer support or service management, preferably in a leadership role. - Strong communication and interpersonal skills. - Excellent problem-solving and conflict resolution abilities. - Ability to manage multiple priorities and work under pressure. - Proficiency with customer support tools and CRM software. - Leadership and team management skills. - Educational qualifications: Bachelor’s degree in Business, Communications, or related field. - Knowledge of customer support best practices and industry standards.

## Preferred Skills - Experience with support automation tools and analytics. - Multilingual abilities. - Familiarity with the company's industry-specific products or services. - Certification in customer service or support management.

## Experience Minimum of 3-5 years of relevant experience in customer support, with at least 1-2 years in a supervisory or leadership role.

## Environment The role may involve working in an office setting, remotely, or in a hybrid environment, depending on organizational policies. The position requires excellent communication skills and the ability to handle high-pressure situations in a fast-paced support environment.

## Salary Not specified.

## GrowthOpportunities Not specified.

## Benefits Not specified.

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