Customer Support Team Lead

Job Description 

Brand: Sotrue 

Location: Sector 6, Noida (In-Office) 

Role: Customer Support Lead 

About Us: 

Sotrue is India’s first glow-first beauty brand, reimagining glow not just as a finish but as a feeling. We create effortless, everyday skincare–makeup hybrids made for Indian skin tones, climates, and lifestyles. 

Built for the women of Bharat who want glow they can trust, Sotrue blends high-performance formulas, inclusive shades, and relatable storytelling to make beauty simple and accessible. 

With strong presence across D2C, marketplaces, and quick commerce, we’re scaling fast — on track to reach ₹100 Cr ARR by 2026. 

Our leadership team includes professionals from Bain & Co. and KPMG. 

Role Overview: 

The Customer Support Lead is responsible for overseeing daily support operations, leading a team of customer support representatives, and ensuring an exceptional customer experience. This role bridges frontline support and management by coaching team members, improving processes, and ensuring service-level targets are met. 

 Key Responsibilities :- 

• Lead, mentor, and motivate a team of customer support representatives 
• Act as an escalation point for complex or high-priority customer issues 
• Ensure timely, accurate, and professional responses across all support channels (email, chat, phone, social media, etc.) 
• Ensure adherence to company policies, workflows, and quality standards 
• Support the rollout of new tools, features, or support initiatives 
• Prepare and present weekly reports of the customer support team 
• Create, analyse, and share MIS reports on calls, tickets, resolution time, and customer satisfaction 
• Ensure proper usage and maintenance of CRM and Tele-CRM tools 

Required Qualifications :- 

• Bachelor’s degree or equivalent practical experience 
• 3–5 years of experience in customer support or customer service 
• 1–2 years of experience in a leadership or senior support role 
• Strong knowledge of CRM tools and Tele-CRM systems 
• Proficiency in Microsoft Excel (VLOOKUP/XLOOKUP, Pivot Tables, formulas, dashboards) 
• Must know how to create and analyse MIS reports 

Key Skills & Competencies :- 

• Leadership and people management 
• Conflict resolution and de-escalation 
• Time management and prioritization 
• Process optimization 
• Clear written and verbal communication