AHMEDABAD · FULLTIME
Team Lead -Customer Support
Netclues
Ahmedabad · onsite · Posted 13d ago
Sourced from
Undisclosed5–10 yrsfulltimeAhmedabad
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Section · 01
About this role
Key Responsibilities
Team Management
- Lead, mentor, and motivate the client support team
- Assign tasks, set daily and weekly targets, and monitor performance
- Conduct regular team meetings, training sessions, and performance reviews
- Build a culture of accountability, ownership, and quick response
Client Handling and Retention
- Act as the main escalation point for all client concerns
- Build strong relationships with clients to improve satisfaction and loyalty
- Proactively check in with clients to understand their needs and prevent churn
- Identify upsell and cross-sell opportunities (website, SEO, digital marketing, maintenance)
- Handle renewals, follow-ups, and feedback collection
Support Operations
- Oversee support tickets, emails, calls, and chats to make sure SLAs are met
- Coordinate with design, development, and digital marketing teams to resolve client issues quickly
- Maintain clear documentation of client requests, issues, and resolutions
- Track and report KPIs such as response time, resolution time, CSAT, and retention rate
Process Improvement
- Identify recurring issues and suggest process improvements
- Create and update support workflows, SOPs, and escalation matrices
- Report regularly to management on client status and team performance
- Graduate in any discipline (MBA/PGDBM preferred)
- 4-7 years of experience in client support, customer success, or account management, preferably in an IT, web, or digital agency
- Proven experience managing a team of 5 or more members
- Excellent verbal and written communication in English and Hindi (Gujarati is a plus)
- Strong problem-solving, conflict-resolution, and negotiation skills
- Working knowledge of CRM/ticketing tools (Zoho, Freshdesk, HubSpot, etc.)
- Basic understanding of websites, hosting, domains, and digital marketing services
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
CSATCustomer SupportcrmfreshdeskDigital AgencyNegotiation Skillscustomer successProcess Improvementhostingteam managementClient SupportSEOoperationsmaintenancehubspotmarketingDigital Marketingaccount management
Section · Company
About Netclues
Netclues
IT Services & Consulting
300
employees
2008
18 years old
Ahmedabad, Gujarat
India
₹5.5L PA avg
Avg at Netclues
About
A global web development firm specializing in internet marketing, branding, and custom software solutions, aiming to enhance client online presence.
Industries
IT Services & ConsultingFinancial Services
Employee ratings
10 reviews
2.9/ 5
Culture
2.2
Career growth
1.8
Work-life
2.5
Employees rate it well for
Overall Company29Work-Life Balance28
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