Customer Service Lead

Build Customer Loyalty for a High-Growth Digital Platform

Epsilon Staffing Solutions (A Division of Proxima Human Capital Management) has been mandated by one of India's established business software platforms serving SMBs and retailers to identify a Lead – Support & Retention. The position is based in Noida.

With a strong legacy in the Indian business software ecosystem, our client is entering an accelerated growth phase, backed by a leading India-focused private equity investment platform known for partnering with high-potential businesses and enabling their next stage of value creation.

The company currently acquires 600+ new customers every month and is scaling towards 5,000+ monthly additions. Thousands of businesses depend on its platform for their day-to-day operations. As the customer base expands rapidly, building a scalable support organisation and protecting customer retention will be critical to sustainable growth.

About the Role

The Lead – Support & Retention will own the customer lifecycle from Day 60 onwards, following successful implementation and onboarding. The role has two critical mandates: build a world-class, scalable customer support operation and maximise customer retention and renewals across the active customer base.

Key Responsibilities

• Build and manage multi-channel customer support operations across phone, chat, email and WhatsApp.
• Establish and monitor SLAs covering response time, resolution time and customer satisfaction.
• Build a tiered L1/L2/L3 support model to improve resolution quality and operating efficiency.
• Conduct root-cause analysis of recurring customer issues and work with Product and Technology teams to eliminate systemic problems.
• Deploy chatbots, IVR, ticketing systems, WhatsApp automation, knowledge bases and self-service solutions to support rapid customer growth without proportionate manpower expansion.
• Own monthly customer retention and churn reduction across the active customer base.
• Build early-warning systems to identify customers at risk of churn based on product usage, support history and engagement.
• Own the renewal pipeline, initiating structured customer engagement 45–60 days ahead of renewal.
• Drive structured churn analysis and customer win-back programmes.
• Track retention, renewal rate, CSAT/NPS, SLA adherence, cost per ticket and net revenue retention.
• Build and lead teams of support agents, retention specialists and team leaders.
• Establish scalable SOPs, escalation matrices, quality frameworks and performance dashboards.

Preferred Candidate Profile

• 6+ years of experience in Customer Support, Retention, Renewals or Customer Success.
• Experience in a SaaS/software product business serving high volumes of SMB customers would be preferred.
• Proven track record of owning customer retention and renewal targets and delivering measurable improvement.
• Experience building and managing large-scale customer support/contact centre operations.
• Strong expertise in SLA management, CSAT/NPS, churn analysis and customer retention.
• Hands-on experience deploying support automation and self-service technologies.
• Strong analytical capability to identify at-risk customer segments and implement targeted interventions.
• Experience with billing, accounting, ERP or business management software would be a significant advantage.
• Ability to build scalable teams and processes in a rapidly growing environment.