Customer Service Lead

Location: Noida Sector 27

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 Whats App.
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, Whats App 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.