Customer Support Lead

Job Title : Escalation Lead – Customer Support

Location : Hyderabad

Department : Customer Experience / Sales Operations

About the Role

We’re looking for a Customer Support Escalation Lead to lead our escalation team and act as the single point of contact (POC) for all sales and counsellor teams . The role involves managing complex student and parent issues, coordinating with cross-functional teams, and driving process improvements to ensure a smooth and consistent customer experience.

Key Responsibilities

Lead and mentor the escalation team; ensure timely and quality issue resolution.

Act as the POC for sales teams for all customer-related escalations.

Coordinate with Product, Tech, Academic, and Operations teams for quick closure.

Handle high-impact cases from students and parents professionally.

Track, analyze, and report escalation trends with actionable insights.

Conduct RCA and implement preventive process improvements.

Maintain SLA adherence and ensure transparent communication with stakeholders.

Requirements

2-4 years of experience in customer support / escalation management

Strong stakeholder management, problem-solving, and communication skills.

Experience working with sales or counsellor teams in a B2C / EdTech setup .

Proficiency with CRM tools (Freshdesk, leadsquared , etc.) and Excel / Sheets.

Calm under pressure and data-driven in decision-making.

KPIs

Escalation resolution within SLA

Sales team satisfaction

Customer CSAT / NPS improvement

Reduction in repeat escalations

Why Join Infinity Learn

Work at India’s leading EdTech backed by Sri Chaitanya legacy.

Direct impact on student and parent experience.

Fast-paced, collaborative, and growth-oriented culture.