Shiprocket - Lead - Customer Support

We are seeking a dynamic and experienced Customer Support Lead to lead our customer support operations. The ideal candidate will have proven expertise in setting up and scaling call centers, managing large support teams, and driving customer excellence within the service industry.
Key Responsibilities:
- Establish, scale, and manage a fully functional call center operation from the ground up.
- Lead and supervise a team of 70-100+ customer support professionals, including team leaders and support agents.
- Develop and implement customer service policies, processes, and KPIs to ensure exceptional service delivery.
- Drive performance management, training, and career development of support teams to enhance productivity and customer satisfaction.

- Collaborate with cross-functional teams (operations, product, technology, etc.) to resolve escalations and improve customer experience.
- Monitor call center metrics (AHT, CSAT, FCR, SLAs) and implement improvement strategies.
- Leverage technology and tools (CRM, ticketing systems, IVR solutions) to optimize efficiency.
- Ensure compliance with company standards, data protection, and industry regulations.
- Continuously analyze customer feedback to identify trends and recommend service improvements.
Requirements:
- Minimum 5 years of experience in customer support operations, with at least 3 years in a leadership role.
- Strong experience in building and managing large-scale call centers (70-100+ employees).
- Proven success in designing customer support strategies and frameworks.
- Must come from the service industry (e.g., telecom, logistics, BFSI, e-commerce, etc.).
- Exceptional leadership, people management, and communication skills.
If you are passionate about delivering outstanding customer experience and have the expertise to lead high-performing support operations, we would love to connect with you.