Job Description
We are seeking an experienced Customer Support & Dispatch Operations Team Lead to oversee a team providing chat-based support to customers, drivers, and dispatch operations. The Team Lead will be responsible for driving operational excellence, coaching team members, monitoring performance metrics, resolving escalated issues, and ensuring high-quality service while collaborating with cross-functional teams.
Responsibilities
- Lead, mentor, and support a team of Customer Support & Dispatch Operations Specialists.
- Monitor team performance against KPIs, SLAs, quality standards, and productivity goals.
- Handle complex customer, driver, dispatch, logistics, and claims escalations.
- Provide real-time guidance, coaching, and performance feedback to team members.
- Ensure accurate documentation of customer interactions and operational updates across multiple systems.
- Coordinate with cross-functional teams to resolve operational issues efficiently.
- Track, investigate, and follow up on escalated cases until resolution.
- Conduct quality audits, identify process improvement opportunities, and implement best practices.
- Assist with workforce planning, shift management, and daily operational reporting.
- Support onboarding and training of new team members.
- Maintain compliance with company policies and operational procedures.
Requirements
- 1+ years of experience in Customer Support, Dispatch, Logistics, or Operations Support, including at least 3 year in a Team Lead.
- Prior experience managing chat-based customer support teams.
- CEFR B2 English proficiency or higher with excellent written and verbal communication skills.
- Minimum typing speed of 50 WPM with high accuracy.
- Hands-on experience with:
- Twilio Flex
- Zendesk
- Slack
- Google Maps
- Internal claims and operations dashboards
- Strong leadership, coaching, conflict resolution, and decision-making skills.
- Excellent analytical, multitasking, and problem-solving abilities.
- Experience monitoring KPIs, quality metrics, and SLA compliance.
- Comfortable working evenings, weekends, and holidays on a rotational schedule.
Pay: ₹30,000.00 - ₹50,000.00 per month
Application Question(s):
- What is your current location ?
- What is your notice period ?
- What is your current CTC ?
- Are you comfortable with Rotational shift ?
- What is your total experience as a Team lead?
Work Location: In person
