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Customer Support Lead

Title: Customer Support Lead
Location: FullContact Technologies Pvt Ltd, Carnival Infopark, Phase IV, 9th Floor, 9A, Kochi, Kerala 682030
Employment: Full-Time
Experience: 4+ years of Customer Service experience with 2+ years of people management experience

About the team

Contacts+ is the Apps business of FullContact. At Contacts+, we believe business is personal. That is why we dedicate ourselves to making relationships better by providing contacts solutions to professionals and teams that allows them to focus on what matters most - relationships. You can try it out here:

Where we work

In addition to our Infopark Kochi, India office, where you’ll be spending most of your time, we also have offices in the United States and Israel.

Who you’ll work with

In this role, you will work with the Head of Products for our consumer apps and will be managing a team of Customer Service agents and app testing associates. 

What we believe

Our Core Values are a big part of our DNA. They define what we stand for and embody the expectations of each team member.

  1. We Are Awesome with People
  2. We Ship. Improve. Repeat
  3. We Are Open, Honest and Constructive 
  4. We Are Customer Obsessed
  5. We Win and Lose as a Team
  6. We‘ve Got Grit

About the job

At Contacts+, we are customer-obsessed and consider our customer service team essential to our success. Our customer service team's top priority is to make our customers successful and ensure that their experience using Contacts+ is both delightful and productive. To achieve that, you will be responsible for hiring, coaching, and leading our customer service team in a fast-paced and rapidly changing environment:

  • Provide personalised and proactive support to team members and our global customers
  • Manage the day-to-day operations, performance and growth of the team
  • Motivate and empower the team to reach its goals
  • Establish a culture of operational excellence where the team consistently executes to ensure our customers receive the best possible service
  • Manage customer escalations to create positive outcomes
  • Hire, and train new team members, as well as create processes for long-lasting success
  • Monitor and drive key metrics that ensure the quality of our service

About you

  • You are positive, energetic, pragmatic and collaborative. You’re committed to quality and continuous improvement
  • You have the tenacious work ethic and relentless attention to details
  • You care deeply about making customers feel happy and have impeccable customer service skills: communication, empathy, and integrity.
  • You have the ability to convey complex technical information in a user-friendly way
  • You are a strong, confident, and exacting writer
  • You have an understanding of the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you're also not intimidated by the technology
  • You have demonstrated data analysis and monitoring skills
  • You are fluent in English (written and spoken)—bonus if fluent in additional languages
  • 2+ years of people management experience
  • 4+ years experience in a customer service team—bonus if at a global SaaS company or doing customer support for web and mobile applications


Compensation & Benefits

  • Competitive salary based on experience, contribution and/or skill-set

  • Health Insurance for you and your spouse & children

  • Opportunity to attend events of national and international repute

  • 13 Paid holidays

  • Paid Maternity and Paternity Leaves

  • Dedicated pantry with hot/cold beverages and snacks

  • We love flip flops

  • We love shorts and T-shirts too!

  • A chance to help solve the world's contact information problem


Do you think you can contribute to the company beyond the traditional expectations of your role and become key to the business? If yes, we have the following add-on exclusives for you. Prove your mettle, complete a year at work and grab them:

  • Complete one year, work from anywhere for a month

  • Rs. 1,50,000/- per year for Paid, Paid Vacation. Enjoy two weeks extra off from work, roam around anywhere in the world (go completely off-grid during this period – no work at all!)


About FullContact

FullContact is a mass-scale Identity Resolution leader that connects fragmented customer data using social, digital and traditional consumer identifiers, plus provides extensive audience insights. FullContact provides marketers, agencies, media firms, and customer service providers with trusted, relevant and real-time data to deliver enhanced customer experiences in the moments that matter.

FullContact’s consumer business, Contacts Plus, is one of the most popular contact management applications in the mobile world with more than 20MM users.

We are a truly global company with headquarters in Denver, Colorado, and presence in Latvia, Israel, and India. The India office of FullContact is located in Kochi and houses over 130 associates. The FullContact India office is now certified as a Great Place to Work® by the GPTW Institute.

FullContact is ranked #29 on OUTSIDE’s Best Places to Work 2017 list. Plus, FullContact, Inc. is listed #1100 among USA's Inc 5000 list of fastest-growing private companies. Read more:


About FullContact Culture and Values

We at FullContact believe in being awesome with people. FullContact is built on the strong fundamentals of our core values. We look forward to welcoming the candidates who can match our values and competencies.

Read about our values at


FullContact is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.


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