Customer Support Lead

Job Title: Customer Support Lead ZingHR

Role Overview:

We are looking for an experienced Customer Support Lead to drive support operations, lead high-performing teams, and ensure exceptional client experience. This role requires strong leadership, ownership of escalations, and the ability to work closely with cross-functional teams to deliver timely and effective resolutions.

Key Responsibilities:

• Lead, mentor, and manage the customer support team (L1/L2), ensuring high performance and engagement
• Own and manage critical client escalations, ensuring timely and satisfactory resolution
• Monitor and drive key metrics such as SLA, TAT, CSAT, and first response time
• Act as a single point of contact for key clients during escalations
• Collaborate with Product, Engineering, and Implementation teams for faster issue resolution
• Identify process gaps and drive continuous improvement initiatives
• Ensure proper documentation, knowledge base management, and SOP adherence
• Conduct regular team reviews, trainings, and performance management

Requirements:

• 10+ years of experience in customer support/service roles, preferably in SaaS/HRMS domain
• Proven experience in team handling and leading support functions at scale
• Strong expertise in escalation management and stakeholder handling
• Excellent communication, problem-solving, and decision-making skills
• Hands-on experience with ticketing tools/CRM systems
• Ability to thrive in a fast-paced, client-facing environment

Good to Have:

• Experience in HRMS/payroll platforms
• Exposure to enterprise client management and onboarding lifecycle