Customer Support- Lead

Job Title:- Customer Support- Lead(Live Chat & Escalation Specialist)Customer Experience (CX) – Premium Support TeamRole Overview:We're on the lookout for a customer-focused and performance-driven Support Executive to join our Premium Escalation Support team. This role is suited for individuals with experience managing live chat, resolving complex issues for high-value customers, and handling critical concerns such as failed transactions, refunds, chargebacks, and order-related queries.You'll be responsible for managing Level 2 and Level 3 escalations end-to-end, ensuring swift and accurate resolutions through live support channels. Alongside resolving issues, you'll also play a key role in enhancing the overall customer experience by identifying root causes and contributing to process and SOP improvements. Empathy, precision, responsiveness, and a consistently professional tone are key to succeeding in this role.Key Responsibilities:Premium Chat Handling: Resolve complex, high-priority issues via live chat for premium customers, including payment failures, refund delays, and wallet disputes.Escalation Management: Take full ownership of Level 2 & 3 escalations coming through chat, email, or social media. Ensure closure within SLA while keeping the customer informed.SOP Execution: Follow verified workflows for transaction checks, KYC compliance, and RBI-aligned processes for refunds or reversals.Cross-team Coordination: Work closely with Product, Risk, Finance, and Engineering to expedite solutions for recurring or systemic issues.Chat Quality & CSAT: Maintain high live-chat CSAT by managing chat length, reducing bounce rates, and ensuring quick and clear replies within 30 seconds.Documentation & Follow-ups: Keep tickets updated with clear notes, action items, and timelines. Escalate internally when necessary.Root Cause Analysis: Identify issue trends and customer friction points and flag them for SOP or product improvements.Mentoring New Agents :Support onboarding agents by sharing best practices for premium ticket handling.Eligibility Criteria:2–4 years of experience in customer support, preferably in banking, fintech, or e-commercePrior exposure to chat-based support, premium customer handling, or escalation resolutionStrong knowledge of payment flows, refund processes, and banking compliance (UPI, net banking, chargebacks)Excellent English communication – both written and verbalFamiliarity with tools like Freshchat, Zendesk, Salesforce, Intercom, etc.Strong sense of ownership, composure under pressure, and a problem-solving mindsetGrowth Path:This role sets the foundation to move into:Escalation Specialist – Premium DeskCX Lead – Chat & Escalation ManagementProcess Trainer (for live chat/CSAT performance)What We Offer:Competitive pay matching experience and performanceAccess to cross-functional teams (Product, Risk, Finance)Dynamic, fast-paced learning environmentOpportunity to work on impactful, customer-facing projects