Customer Support Lead

Gurugram, India

Skeps, a blockchain-based tech company, offers the first microservices platform embedding financial solutions into customer journeys. Our innovative multi-lender POS financing solution simplifies lending for high-value purchases, integrating seamlessly into merchant websites, stores, and omnichannel checkouts, reducing purchase friction and boosting lifetime value. Currently, we’re looking for a candidate who will have strong experience in leading customer support teams, resolving escalated issues, and improving overall customer satisfaction through process optimization and collaboration with cross-functional teams.

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As a Customer Support Lead, you will,

Lead the support team in effectively resolving customer technical issues.
Provide advanced technical solutions for escalated cases and ensure prompt resolution.
Provide advanced technical solutions for escalated cases and ensure prompt resolution.
Track, analyze, and improve key performance metrics such as resolution time and CSAT (Customer Satisfaction Scores).
Work closely with engineering and product teams to identify and address recurring issues.
Manage and optimize support platforms and tools to enhance efficiency.
Develop and maintain technical knowledge bases for internal teams and customers.
Align support strategies with technical improvements to drive customer satisfaction and retention.

As a Customer Support Lead, you must have

4+ years in customer support, technical support, or a related field.
Experience in leading and mentoring support teams.
Strong problem-solving skills with the ability to handle escalated technical issues.
Hands-on experience with support tools, automation, and workflow optimization.
Excellent analytical skills to track and improve performance metrics.
Strong collaboration skills to work with engineering and product teams.
Exceptional communication and customer-handling skills.