Customer Support Team Lead

Position: Operations Supervisor – Customer Success

Location: Bangalore

Reports To: Manager – Customer Success

Purpose of the Role

The Operations Supervisor – Customer Success is responsible for the delivery of Gross and Net Churn targets through the design and execution of proactive retention strategies, structured customer engagement processes, and effective team leadership. The role requires ownership of the customer success journey, with an emphasis on early identification of at-risk accounts, root-cause resolution of recurring issues, and continuous improvement of processes that influence customer retention, satisfaction, and profitability.

Key Responsibilities

 Own and continually refine the organization's customer retention process, ensuring a proactive approach to churn management

 Establish and monitor customer health indicators to identify at-risk accounts in advance of disconnection requests

 Oversee team productivity and operational efficiency while maintaining a consistently high standard of customer experience

 Review Voice of Customer (VoC) feedback to identify service gaps, inform coaching priorities, and provide insights to the wider organization

 Conduct root-cause analysis of repeat complaints and implement permanent corrective measures

 Foster a team culture grounded in accountability, empathy, and performance discipline

 Ensure timely and effective resolution of customer requests and escalations

 Identify and implement proactive engagement initiatives (e.g., onboarding checks, usage monitoring, milestone communications) to reduce churn risk

 Assess training and development needs of the team and implement structured capability-building plans

 Drive automation and self-service initiatives to reduce manual intervention and operational friction

 Prepare and present retention performance, insights, and analysis to management on a regular basis

Key Result Areas

 Achievement of retention targets resulting in reduced churn and sustained profitability

 Improvement in customer satisfaction metrics (CSAT/NPS) in conjunction with churn performance

 Reduction in repeat complaints and disconnection requests through sustainable process interventions

Education

Graduate or Postgraduate degree from a recognized institution

Work Experience & Skills

 Minimum of 3+ years of experience in a Customer Success, Retention, or Customer Experience function, preferably within the ISP, Telecom, or Banking/Financial Services industry

 Demonstrated understanding of customer lifecycle management and proactive retention methodologies

 Proven ability to lead and manage large teams

 Strong negotiation, communication, and presentation skills

"Experience in sales is preferred"