Customer Success Lead

Company Description Kicks Machine is India's fastest-growing multi-brand company specializing in sneakers, streetwear, and accessories. Founded in 2020, the brand draws inspiration from global street culture.

Role Description We are looking for a

Customer Experience Lead

who will manage and mentor our support team while also working hands-on with customers. This is a

working leadership role

you will lead by example, ensure high service quality, and help build processes that improve the overall customer journey. Handle customer queries and escalations via, Calls, Email, Live Chat, Instagram / Social Media DMs Resolve complex or sensitive customer issues quickly and professionally Ensure fast response times and high customer satisfaction Lead and manage a team of

3–4 customer support associates Monitor daily performance and ensure service quality standards Conduct daily reporting and maintain team productivity dashboards Perform hygiene checks to ensure process compliance and communication quality

Qualifications Approx. 3+ years of experience in Customer Support / Customer Service Prior experience managing or mentoring a small team preferred Strong communication skills (verbal & written) Ability to handle escalations calmly and professionally Good understanding of support tools, reporting, and workflow management Proactive mindset with problem-solving ability

Remuneration 3.60 LPA Fixed + 1 LPA performance based- Total 4.6 LPA

Location- Dehradun- Kicks Machine Headquarters Canal Road Work from office