TechXR Innovations Private Limited
Website:
techxr.co
Job details:
Customer Support Head
Location - Bhopal ( Mon -Sat)
Roles & Responsibilities:
- Lead and manage the customer support team and ensure smooth day-to-day operations.
- Handle escalated customer queries and ensure timely and effective resolution.
- Monitor key support metrics such as response time, resolution time, CSAT, and ticket closure.
- Train, mentor, and monitor team performance and call/chat quality.
- Maintain SOPs and ensure proper use of CRM/helpdesk tools.
- Analyse recurring customer issues and coordinate with internal teams for resolution.
- Prepare regular support performance and escalation reports for management.
Experience & Qualifications:
- 4–6 years of experience in Customer Support/Customer Experience, with 2+ years of team-handling experience.
- Strong leadership, communication, problem-solving, and escalation-management skills.
- Experience with CRM/helpdesk tools and customer support KPIs.
- D2C, e-commerce, technology, hospitality, or consumer-facing experience preferred.
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