RD
Razorpay Delhi · Fintech / SaaS
Customer Support Lead — SaaS
Full-timeHybrid📍 Delhi, Delhi🕐 Posted 12 months ago🏭 1001–5000 employees
Quick Overview
CompanyRazorpay Delhi
IndustryFintech / SaaS
LocationDelhi, Delhi
RegionDelhi NCR
Job TypeFull-time
Work ModeHybrid
Experience3–6 Years
Salary₹7–13 LPA
CategoryCustomer Support
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Job Type
Full-time
🏢
Work Mode
Hybrid
💰
Salary
₹7–13 LPA
📈
Experience
3–6 Years
About This Role
Razorpay is hiring an experienced Customer Support Lead for its Delhi office — a top customer support job in Delhi for professionals ready to step into a leadership role at India's leading payments company.
Customer SupportSaaSTeam LeadershipZendeskSLA Management
Job Details
Your Leadership Role
Manage a team of 10–12 support executives, ensure SLA compliance across chat, email, and phone channels, and drive CSAT improvements for 500K+ Razorpay merchant accounts.
- Lead and coach a team of 10–12 customer support executives
- Monitor ticket queues in Zendesk and ensure first-response SLAs
- Handle escalated merchant issues and coordinate with engineering
- Produce daily and weekly support performance reports for leadership
- Design and deliver training programmes for new support hires
Requirements
3–6 years customer support, 1+ year as team lead. SaaS or fintech support background preferred. Strong Zendesk or Freshdesk knowledge.
Salary: ₹7–13 LPA. Hybrid. Best support leadership job in Delhi NCR.
Required Skills
Team LeadershipZendesk/FreshdeskSLA ManagementEscalation HandlingReportingCoaching