Senior Customer Support Executive

Job Title: Senior Customer Support Executive

Location: Borivali, Mumbai (In-Person Only – No WFH)

Employment Type: Full-Time

Compensation: ₹30,000 – ₹40,000 per month + Incentives + Performance Bonuses

Experience Required: 4–8 years in customer support/call centre operations, with at least 2 years in a supervisory or managerial role

Education: Graduate degree required; MBA preferred

About Wellness Vibe

Wellness Vibe is a holistic wellness organization dedicated to emotional, mental, and overall well-being. We integrate ancient yogic wisdom, sound-based practices, and modern facilitation tools to help individuals achieve clarity, balance, and conscious growth. Learn more at www.wellnessvibe.com and www.wellnessvibecourses.com.

Role Overview

We are seeking a Senior Customer Support Executive lead our client service team and oversee call center operations. This role involves managing a team of Client Service Representatives, ensuring high-quality customer interactions, and driving operational excellence through SOPs, training, workforce management, and reporting.

The ideal candidate will be process-driven, people-focused, and experienced in managing customer support operations with strong leadership and organizational skills.

Key Responsibilities

Team Leadership & Management

• Lead and supervise Client Service Representatives, ensuring performance and accountability.
• Create and manage team rosters, shift schedules, and workforce planning (WFM).
• Conduct regular team meetings, performance reviews, and coaching sessions.

Operations & Quality Assurance

• Oversee daily call center operations and ensure smooth functioning.
• Develop, implement, and update SOPs for customer support processes.
• Conduct quality checks on calls, chats, and client interactions.
• Monitor KPIs such as response time, resolution rate, and customer satisfaction.

Training & Development

• Design and deliver training modules for new hires and ongoing skill development.
• Ensure team members are aligned with company values, communication standards, and service excellence.
• Maintain updated training documentation and process guidelines.

Reporting & Analytics

• Prepare daily, weekly, and monthly reports on customer support performance.
• Track attendance, productivity, and conversion metrics.
• Share insights with management to improve customer experience and operational efficiency.

Client Experience & Escalation Handling

• Act as the escalation point for complex client issues.
• Ensure timely resolution of customer concerns with empathy and professionalism.
• Support retention and customer satisfaction initiatives.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Experience in call center operations, WFM, and quality assurance.
• Ability to design and implement SOPs and training modules.
• Analytical mindset with reporting and data-driven decision-making skills.
• Tech-savvy with CRM tools, call center software, MS Office, and Google Suite.

Career Growth Path

Senior Customer Support Executive → Customer Support Manager → Senior Operations Manager → Program Manager

Job Type: Full-time

Work Location: In person