iSON Xperiences
Website:
isonxperiences.com
Job details:
Company Description iSON Xperiences is an AI-driven customer engagement company that combines advanced technology with human-centered interaction. The organization focuses on transforming businesses through cutting-edge AI solutions that enhance innovation, efficiency, and seamless customer experiences. As pioneers in AI-powered customer engagement, iSON Xperiences helps organizations scale smarter, optimize operations, and deliver meaningful interactions that extend beyond basic automation. The company’s mission is to shape the future of customer experience where AI and human empathy work together to create lasting value for clients and their customers.
Role Description The Customer Support Team Leader is a full-time, on-site role based in Bengaluru East. This role is responsible for supervising a customer support team, ensuring service quality, and driving high levels of customer satisfaction. Daily responsibilities include monitoring team performance, managing escalations, providing coaching and feedback, and ensuring adherence to processes and service-level agreements. The individual will collaborate with cross-functional teams to resolve complex issues, analyze support metrics, and recommend improvements to enhance efficiency and customer experience. The role also involves handling technical and non-technical queries, supporting AI-enabled tools and workflows, and fostering a positive, inclusive team culture.
Qualifications
- Strong Customer Support and Customer Satisfaction skills, with experience leading or supervising support teams.
- Excellent Communication and interpersonal skills to manage escalations, coach team members, and collaborate with stakeholders.
- Solid Analytical Skills to interpret performance metrics, identify trends, and drive data-informed improvements.
- Experience with Technical Support environments, preferably in AI-enabled or technology-driven customer engagement settings.
- Proven experience in a contact center or customer operations environment, with prior team leadership or supervisory responsibilities.
- Ability to work on-site in Bengaluru East and manage shifts as required by business needs.
- Familiarity with CRM tools, ticketing systems, and standard customer support platforms.
- Diploma or bachelor’s degree in a relevant field (e.g., Business, IT, Communications) or equivalent practical experience.
- Commitment to inclusive, non-discriminatory leadership and creating a supportive work environment for diverse team members.
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