Customer Success Lead

Company Description

Kicks Machine is India's fastest-growing multi-brand company specializing in sneakers, streetwear, and accessories. Founded in 2020, the brand draws inspiration from global street culture.

Role Description

We are looking for a Customer Experience Lead who will manage and mentor our support team while also working hands-on with customers. This is a working leadership role you will lead by example, ensure high service quality, and help build processes that improve the overall customer journey.

• Handle customer queries and escalations via, Calls, Email, Live Chat, Instagram / Social Media DMs
• Resolve complex or sensitive customer issues quickly and professionally
• Ensure fast response times and high customer satisfaction
• Lead and manage a team of 34 customer support associates
• Monitor daily performance and ensure service quality standards
• Conduct daily reporting and maintain team productivity dashboards
• Perform hygiene checks to ensure process compliance and communication quality

Qualifications

Approx. 3+ years of experience in Customer Support / Customer Service

Prior experience managing or mentoring a small team preferred

Strong communication skills (verbal & written)

Ability to handle escalations calmly and professionally

Good understanding of support tools, reporting, and workflow management

Proactive mindset with problem-solving ability

Remuneration

3.60 LPA Fixed + 1 LPA performance based- Total 4.6 LPA

Location-

Dehradun- Kicks Machine Headquarters Canal Road

Work from office