Head of Customer Support

Key Responsibilities:

  • Plan, develop and implement customer service policies, strategies and processes for the entire organization to provide client-focused services and administrative functions.
  • Continuously improve existing policies, strategies and processes.
  • Provide leadership and direction to the Customer Support department to ensure it discharges its mandate and meets expected goals, measures and targets required to achieve customer satisfaction
  • Create an environment of team building in the department.
  • Develop and maintain systems for providing general information and assistance to players
  • Directly manage and respond to complex enquiries, anomalies and exceptions.
  • Efficiently allocate incoming requests to the team, prioritising actions and monitoring team resource so that customer deadlines are met.
  • Compile reports on queries, numbers and types of request, communicating findings to the Manager and to respond to any further requests for data that are required for analysis.
  • Communicate and be the focal point for the dissemination of information from management to the team and vice versa.
  • Ensure that knowledge management and data capture processes are adhered to by Customer Support Agents, in order to issue reports and reuse existing information efficiently.

Knowledge, Skills & Experience:

  • Proven experience in Customer support
  • Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience
  • Excellent written and verbal communication skills and relationship building skills
  • The ability to maintain calm under pressure
  • Efficiency and organizational skills
  • Ability to think strategically and to lead
  • Advanced troubleshooting and multi-tasking skills
  • Flexible to work in shifts 

Or, know someone who would be a perfect fit? Let them know!


Grid Logic Software Private Limited
500034 Hyderabad Directions info@gridlogic.in +91 040 23332727 View page

Workplace & culture

We are passionate about all that we do – our products, our company, our markets, our industry and everything in between. What keeps us close to each other is a shared intense desire to bring the best into the world and having fun while we’re at it! 

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