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

KPIs

Why Join Infinity Learn

Skills Required

CRM Tools, Excel Sheets