Assistant Customer Support Executive
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Job Details
Assistant Customer Support Executive
Why Tekki Web Solutions Pvt. Ltd. ?
We has diversified the business over the last 16+ years. We are a leading software development an ISO certified company which focuses on providing the clients with high-quality IT solutions to automate and simplify their business. We are a large and creative team of solution architects, programmers, IT consultants for mobile apps, web portals, and custom web applications, software as a service products (SaaS), E-commerce integrations and online tools for enterprises.
Our highly skilled teams work together to do what’s never been done before, every day. Tekki Web Solutions Pvt. Ltd. is actively designing and developing, meaningful and challenging projects using cutting-edge technology, with the ultimate goal to raise the bar even higher. Our culture is to built on open communication, togetherness and equal opportunities. It is easy to be creative and enthusiastic about your work, when you are a part of such a supportive environment.
Our DNA
🚀 Innovation-first mindset with real-world impact
🧠 Strong focus on engineering quality, scalability, and performance
🤝 Open communication, team ownership, and equal growth opportunities
🌍 Global exposure with challenging, meaningful projects
📈 Continuous learning culture aligned with modern tech stacks
💬 About the Role
We're looking for a Assistant Customer Support Executive to join our team in Ludhiana, reporting to the Team Leader (TL).
In this role, you'll lead and mentor the Customer Support team — including senior team members who each oversee smaller pods of 2–3 executives — drive service excellence through KPI-based performance management, resolve escalated customer concerns, and ensure exceptional customer experiences. This opportunity is ideal for professionals with prior team management experience who are passionate about leadership, customer success, and operational excellence.
We value long-term commitment and are looking for candidates who are willing to grow with us and commit to a minimum tenure of one year.
🎯 Key Responsibilities
👥 Team Leadership & Performance
- Lead, mentor, and manage the entire Customer Support team, including senior members handling sub-teams of 2–3 executives
- Design and monitor KPIs and performance metrics
- Drive team productivity, service quality, and customer satisfaction
- Conduct regular performance reviews, coaching, and feedback sessions
- Identify underperforming team members and hold dedicated meetings to address and improve performance
- Assist all team members with day-to-day work-related issues and challenges
🎓 Training & Development
- Handle onboarding, training, and technical upskilling of team members
- Ensure the team stays updated on tools, processes, and best practices
🤝 Customer Support & Operations
- Handle customer escalations professionally and ensure timely resolution
- Communicate effectively with customers and internal teams
- Maintain high service standards and improve customer retention
- Monitor support processes and recommend workflow improvements
🎓 Qualifications
- Bachelor's degree in Business Administration, Management, or a related field
- 2–4 years of experience in Customer Support, including team handling or leadership responsibilities
- Strong leadership, communication, and interpersonal skills
- Experience managing customer support operations and team performance
- Ability to work independently, stay proactive, and make informed decisions in a fast-paced environment
💻 Required Skills
- Leadership: Team Management, Coaching, Performance Management
- Customer Support: Escalation Handling, Customer Satisfaction, Service Excellence
- Performance Management: KPI Design, Productivity Tracking, Quality Monitoring
- Communication: Excellent English (Written & Verbal), Client Relationship Management
- Tools: CRM Software, Ticketing Systems, Microsoft Office
- Operations: Reporting, Documentation, Process Coordination
⭐ Preferred Skills
- Experience designing and implementing customer support KPIs
- Strong team-building and mentoring abilities
- Knowledge of customer support tools and workflow management
- Excellent problem-solving and decision-making skills
- Experience handling multiple priorities in a fast-paced environment
- Strong analytical and reporting skills
- Professional attitude with an ownership mindset, active and hands-on approach
➕ Good to Have
- Experience in process improvement and workflow optimization
- Familiarity with CRM platforms and ticketing systems
- Exposure to reporting dashboards and performance analytics
- Experience handling customer escalations and conflict resolution
💼 Why Join Tekki Web Solutions Pvt. Ltd.?
🌍 Global Exposure – Work with international clients on exciting and challenging projects.
🤝 Supportive Culture – Thrive in a collaborative environment built on teamwork, innovation, and ownership.
📈 Career Growth – Unlock continuous learning opportunities with a clear path for professional development and advancement.
"Ready to lead and grow? Apply now and be part of our success story!"
👍 Competitive Salaries - Competitive salary with monthly bonuses and the ability to get a pay raise every time you grow your skills.
👍 Work-life balance - Excellent working hours to maintain the work-life balance of employees.
👍 Training and Mentorship - Get ahead at work with regular training programs planned at every level.
👍 Super Saturdays - The opportunities of all Saturdays off help employees to spend quality time with family.
👍 Monthly Meetings - Monthly general meetings for discussion of company's agenda and technology trends.
👍 Festival/Birthday Celebrations - Employee's birthdays and festival celebrations to enhance co-operation among team members.
👍 Healthcare - The well-being of our teammates is our priority, which is why we offer compulsory medical insurance.
👍 Flexible Work Shifts - Day and Night work shifts for employees to let them choose as per their time flexibility.
👍 Immigration Support - We offer and support our employees with a business visa facility.
👍 Overtime Monthly Cash - Overtime working is every month transferred to the bank directly.
👍 Emergency Fund - We support our employees with an emergency fund facility, when needed.
👍 Learning and Development Program (TWS Academy) - Several learning programs are organized to enhance the knowledge and expertise of our employees.
👍 Employee Referral Reward - In TWS an employee can take a cash reward for referring a new joinee.
👍 Performance based incentives and Employee of the month Recognition - Extra perk or bonus can be covered from your monthly best performance and growth of your skills by achieving performer or the month.
👍 Leave adjustment - Your leaves can be adjusted by working on Saturdays/public or selected holidays/ where you can save your yearly leaves and save salary deduction.