Customer Support Group Lead

Job Description

Department: Global Customer Support

Location: Nepal

Description

We are pleased to announce an opening for the Customer Support Group Lead role in Nepal. This position is ideal for a motivated leader who can drive team performance, streamline processes, and ensure consistent service excellence across customer support operations.

The Customer Support Group Lead will manage and guide customer support teams while ensuring strong performance across KPIs, quality standards, and customer satisfaction. The role requires hands-on leadership, analytical thinking, and experience working with team



Key Responsibilities

Team Management & Leadership

• Lead, mentor, and support senior agents and team members.
• Handle performance outliers and implement Performance Improvement Plans (PIPs).
• Foster a collaborative, accountable, and positive team culture.
• Coach and motivate team members to improve performance and engagement.
• Support onboarding, training, and ongoing development of agents.
  
  

Performance & KPI Management

• Monitor and improve key KPIs including CSAT, SL, FCR, AHT, QA, AWT, ASA, etc.
• Use Tableau dashboards and reporting tools to track performance and trends.
• Identify gaps and implement data-driven action plans for continuous improvement.
• Conduct regular performance reviews and follow-ups.
  
  

Reporting & Presentations

• Prepare daily, weekly, and monthly performance reports.
• Analyze insights, trends, and root causes using Tableau, Google Sheets, and Excel.
• Confidently present reports and improvement plans to management.
• Ensure data accuracy and clear communication of results.
  
  

Process Improvement

• Analyze existing workflows and customer support processes.
• Propose and implement improvements to enhance efficiency and service quality.
• Ensure adherence to defined processes and continuous optimization of CS replies and handling.
• Review Knowledge Base content, suggest improvements, and conduct refresher training sessions.
  
  

Customer Support Operations

• Ensure quality of customer support responses: accurate, empathetic, and compliant.
• Handle escalations, customer complaints, appeals, and complex cases within SLAs.
• Track escalations, operational issues, and process gaps using JIRA.
• Support live operations when needed.
• Manage alignment and performance across teams
• Coordinate with cross-functional teams to ensure smooth operations.
  
  
  

Skills, Knowledge & Expertise

• Strong leadership and people-management skills.
• Solid understanding of customer support KPIs and quality frameworks.
• Hands-on experience with Tableau for reporting and analysis.
• Experience using JIRA for ticket tracking, escalations, and issue management.
• Proficiency in Google Sheets, Microsoft Excel, and Microsoft Word.
• Excellent verbal and written communication skills in English and Nepali.
• Ability to manage multiple teams, priorities, and stakeholders effectively.
• Process-driven mindset with a focus on continuous improvement.
• Comfortable working in a fast-paced, shift-based environment.
• Willingness to travel if required.
  
  
  
  
  

Job Benefits

• Opportunity to work with an international team in a fast-growing global tech / ride-hailing company.
• Probation period: Up to 3 months.
• Working schedule: 5 days on / 2 days off, rotational shifts and weekly offs.
• Continuous professional and career growth opportunities.
• Regular internal and external training programs.