Customer Support Lead

You will be the Customer Support Lead for Times Internet, an organization that creates premium digital products to simplify and enhance the lives of millions. As India's largest digital products company, Times Internet has a significant presence across various categories like News, Sports, Fintech, and Enterprise solutions. The portfolio includes iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, and more, crafted to enrich experiences and bring users closer to their interests and aspirations. You will lead end-to-end customer support operations for premium users across Economic Times digital products, including ET Prime and ET Masterclass. Your responsibilities will include ensuring timely and empathetic resolution of queries, optimizing Freshdesk setup and workflows, developing chatbot experiences, collaborating with product and tech teams for AI training, designing automation workflows, analyzing support trends, conducting training for support executives, and acting as the voice of the customer internally. To excel in this role, you should have 4-7 years of customer support experience, with at least 2 years in a team lead or process owner role. Proficiency in using Freshdesk or similar CRM tools, managing chatbots and AI-driven solutions, understanding customer journey design, and working with analytics dashboards are essential. Excellent written and verbal communication skills, a data-driven mindset, and prior experience in supporting premium customers are preferred. If you are proactive, customer-obsessed, and skilled in deploying AI-driven automation to enhance customer experiences, this role offers an exciting opportunity to drive process improvements and elevate customer support operations at Times Internet. Join the team and help shape India Inc's views and opinions through innovative products and technologies!,