Bondstein is Hiring!!!

Job Title: Customer Support Lead

Salary: 25,000 – 30,000 BDT / Per Month

Experience: Minimum 2-3 years of experience in customer support

Office Time: Sunday to Thursday (8 am – 5 pm) & Saturdays will be considered as work from home

Location: Tejgaon Industrial Area, Dhaka, Bangladesh

As our Team Lead – Customer Support, you’ll oversee our support team, ensuring top-notch service for our customers. You’ll manage support operations, train team members, and collaborate with other departments to enhance the overall customer experience.

Responsibilities:

1. Develop process & strategies to run Customer Support & Churn Management team.
2. Respond to customer inquiries via phone, email, chat
3. Keep track of the performance of Customer Service and Churn agents on monthly basis and submit a report to HR
4. Train Customer Service and Churn agents as per Performance Report
5. Ensure the team meets SLAs and KPIs.
6. Identify customers at risk of leaving and develop retention strategies.
7. Analyze churn data and implement proactive retention initiatives.
8. Maintain and update support documentation in Google Sheet.
9. Prepare and analyze performance and customer feedback reports.
10. Use data to improve customer support and churn management.

Basic Qualifications:

1. Bachelor’s degree a related field
2. Minimum 2-3 years of experience in customer support
3. Team management skills where team members work shift-basis everyday
4. Excellent in MS Excel, Word, Power Point, and Google Sheets
5. Proficiency in customer support software and CRM systems.
6. Ability to generate progress reports and develop standard processes for getting results fast

Office Days and Times:

This is a full-time permanent role. The office is open from Sunday to Thursday (8 am to 5 pm). Saturdays will be considered as work from home.

Our Offers:

1. Industry-standard competitive package ranging between 25,000 – 30,000 BDT / Per Month
2. Mobile Allowances
3. Insurance Facilities
4. TA/DA as per company policy
5. Subsidized lunch and transport facilities
6. Gym & Recreation Zone is available
7. Opportunity to work directly with Department Head and contribute to company revenue & growth.
8. Professional development opportunities and career advancement potential.

The compensation offered to the successful applicant will depend on a variety of factors, such as experience, sales, and individual skills, education, and professional references

Bondstein is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If your profile is shortlisted, a recruiter will invite you for a phone/video call or online test, followed by a couple of interviews.

Only shortlisted candidates will be notified and selected for the next step