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Job Description & How to Apply Below
Company Description
Zodopt Technology, a Zoho Premium Partner, delivers innovative cloud-based IT solutions to transform the way businesses manage sales, marketing, and customer support activities. With a commitment to simplifying business processes, Zodopt helps organizations streamline workflows, improve customer engagement, and drive revenue growth. Leveraging the power of Zoho's suite of integrated tools, Zodopt empowers clients to adopt industry-leading practices while maintaining a competitive edge.
Rooted in innovation and efficiency, Zodopt has a proven track record of delivering results across various industries, helping its clients excel in today's dynamic digital environment.
Department:
Delivery
Experience:
5–8 years
Job Type: Full Time
Reporting To: CXO
Key Responsibilities
Lead, mentor, and manage the team to ensure high performance and service quality
Track team workload, ticket queues, SLAs, and individual performance metrics
Ensure customer inquiries and issues are handled professionally, accurately, and within defined timelines
Act as an escalation point for complex or high-priority customer issues
Communicate clearly and proactively with customers regarding issue status, resolutions, and follow-ups
Prepare and share regular reports on support performance, customer satisfaction, and trends
Maintain and improve support processes, documentation, and best practices
Ensure adherence to company policies, service standards, and compliance requirements Preferred
Skills:
Strong leadership and people-management skills
Excellent customer communication and relationship-management abilities
Ability to track team performance, SLAs, and customer issues using support tools
Experience with ticketing systems, CRM platforms, and reporting dashboards
Proven experience in a customer support or service role, with prior leadership or supervisory experience
Experience working with ticketing systems, CRM tools, and support analytics
Strong organizational and time-management skills
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