Customer Support & Operations Team Leader
Location: [Location]
Experience: 7–8 Years
CTC: ₹4.2 LPA + Incentives
Employment Type: Full-time
Job Summary
We are looking for an experienced and responsible Customer Support & Operations Team Leader to manage day-to-day customer support and operational activities. The ideal candidate should have strong team-handling skills, excellent communication abilities, and experience managing a small team while coordinating closely with the Sales Team Leader.
The role requires a stable and dependable professional who can take ownership of operations, maintain service quality, and ensure the team consistently achieves its targets.
Key Responsibilities
- Manage and supervise a team of 2–4 Customer Support & Operations executives.
- Monitor daily team performance, productivity, attendance, and work quality.
- Ensure smooth handling of customer queries, complaints, and operational issues.
- Coordinate closely with the Sales Team Leader to ensure effective customer and sales support.
- Track team KPIs, targets, SLAs, and operational performance.
- Conduct regular team meetings, provide feedback, and support team development.
- Handle escalations and resolve customer issues promptly and professionally.
- Identify operational gaps and implement process improvements.
- Prepare and maintain daily/weekly/monthly performance reports.
- Ensure adherence to company policies, processes, and customer service standards.
- Support training and onboarding of new team members.
- Take ownership of team deliverables and ensure timely completion of assigned tasks.
Required Skills & Qualifications
- Graduate in any discipline.
- 7–8 years of overall experience, preferably in Customer Support, Operations, BPO, or a related industry.
- Prior experience in a Team Leader/Supervisor role is preferred.
- Experience managing a team of 2–4 members.
- Strong verbal and written communication skills.
- Good problem-solving and decision-making abilities.
- Strong customer-handling and escalation-management skills.
- Good knowledge of MS Excel and basic reporting.
- Ability to coordinate effectively with Sales and other internal teams.
- Strong ownership, leadership, and people-management skills.
Candidate Profile
- Looking for candidates with stable career history and reasonable tenure with previous employers.
- Candidates with frequent job switches may not be suitable for this leadership position.
- Should be reliable, proactive, target-oriented, and comfortable taking responsibility for team performance.
- Strong leadership potential with a hands-on approach to operations.
Compensation & Benefits
- CTC: ₹4.2 LPA + Incentives
- Opportunity to work in a leadership role.
- Growth opportunities based on performance.
How to Apply
Interested candidates who meet the above criteria can share their updated resume along with their current CTC, expected CTC, notice period, and total experience.
Pay: ₹24,112.60 - ₹30,717.05 per month
Benefits:
Work Location: In person
