Customer Support & Sucess

Actively Reviewing the Applications

Netsmartz

India, Punjab Full-Time On-site 8–8 LPA

Posted 3 weeks ago • Apply by April 20, 2026

Job Description

Role Overview

As the Customer Support & Success Lead, you will oversee and champion the end-to-end customer experience for our Learn2Care users. You will manage a team, drive customer satisfaction, ensure swift issue resolution, and proactively foster long-term relationships to maximize user engagement and retention.

Key Responsibilities

Leadership & Team Management:
Supervise, mentor, and develop the customer support & success team.
Set clear goals, KPIs, and performance metrics for the team.
Customer Support Operations:
Oversee daily operations of support channels (email, chat, phone, ticketing systems).
Ensure prompt and effective resolution of customer queries and issues.
Maintain and update knowledge bases and FAQs.
Customer Success Initiatives:
Develop and implement strategies to onboard, engage, and retain users.
Monitor customer health, usage trends, and proactively address potential churn risks.
Identify upsell and cross-sell opportunities based on customer needs.
Process Improvement:
Analyze support and success metrics to identify improvement areas.
Collaborate with product, content, and tech teams to share user feedback and drive enhancements.
Reporting & Insights:
Prepare regular reports on support performance, user satisfaction, and retention.
Present findings and recommendations to leadership.
Stakeholder Engagement:
Serve as an escalation point for complex customer issues.
Foster strong relationships with key clients and partners.

Required Skills & Qualifications

Bachelor’s degree (preferred) or equivalent practical experience.
5+ years of experience in customer support and/or customer success, ideally in edtech, healthtech, or SaaS.
Proven experience managing and developing support/success teams.
Strong knowledge of CRM, ticketing, and support tools (e.g., Zendesk, Freshdesk, Intercom).
Excellent verbal and written communication skills.
Strong problem-solving skills and a customer-centric mindset.
Analytical abilities to interpret data and drive actionable insights.
Ability to work collaboratively across teams and functions.
Empathy, patience, and a passion for improving customer experiences.