15 Oct
sploot
Palakkad
Job Title: Support Team Lead
Location: Gurgaon
Compensation Range: INR 8-12 LPA
About Sploot:
Sploot is a pet care startup that is revolutionizing the way pet parents manage their pets’ needs, offering services like dog walking, grooming, and more. We are committed to creating an exceptional experience for our customers and their pets. If you’re passionate about customer success and love working in fast-paced environments, this is the perfect opportunity for you!
Key Responsibilities:
- Manage Customer Support Operations: Oversee customer support shifts and rosters to ensure full coverage and smooth operations.
- Handle Escalations: Address and resolve escalations related to poor service, refunds,
and complex customer cases, ensuring customer satisfaction.
- Ticketing and SLA Management: Utilize Freshworks to manage ticketing, track response times, and ensure Service Level Agreements (SLAs) are met.
- Drive Timely Issue Resolution: Ensure all customer issues are addressed and closed within a timely manner, maintaining high standards of efficiency and quality.
- Maintain High CSAT Scores: Continuously monitor and improve Customer Satisfaction (CSAT) scores, particularly for escalated cases.
- Team Leadership: Create and implement effective internal support structures, and lead by example to foster a positive, results-driven team culture.
Key Requirements:
- 3+ years of experience in customer support or a related field, with at least 1 year in a team lead or managerial role.
- Experience working with ticketing systems (Freshworks or similar) and handling escalations.
- Proven ability to meet SLAs and manage complex customer cases.
- Excellent leadership, communication, and problem-solving skills.
- Passion for providing a great customer experience and a strong track record in improving CSAT scores.
Bonus:
- Experience working in a service industry startup like UC, NoBroker, etc.
- Familiarity with customer support analytics and reporting tools.
Why Sploot?
- Be part of a growing, dynamic team that is passionate about pets and their wellbeing.
- Opportunities for career growth in a fast-moving startup.
If you’re excited about making a real impact and being part of a supportive team, we’d love to hear from you!
▶️ Support Lead
🖊️ sploot
📍 Palakkad