We are looking for an experienced and customer-focused Team Lead - Customer Support to lead our 24x7 customer support operations. The ideal candidate will be responsible for managing daily support activities, leading a team of customer support executives, ensuring service level adherence, handling customer escalations, driving process improvements, and maintaining high standards of customer satisfaction. The Team Lead will oversee support across multiple communication channels, including Email, Voice, WhatsApp, VKYC, and Salesforce Service Cloud, while ensuring operational efficiency and continuous team development.
Experience: 4-7 Years in Customer Support / Customer Service Operations, with at least 1-2 years in a Team Lead or supervisory role.
Location: Mumbai (HO)
No. of vacancies:
Lead and supervise the Customer Support team in a 24x7 operational environment.
Manage shift rosters, attendance, leave planning, and workforce allocation.
Monitor customer support channels including Email, Voice, WhatsApp, VKYC, and CRM.
Ensure adherence to SLAs, First Response Time, and Resolution Time targets.
Handle customer escalations and coordinate with internal teams for timely resolution.
Monitor ticket queues, backlog, ageing, and agent productivity through Salesforce Service Cloud.
Prepare and share Daily, Weekly, and Monthly MIS and performance reports.
Conduct quality reviews of customer interactions and provide coaching and feedback.
Organize regular training sessions on products, processes, and customer service best practices.
Maintain and update the Salesforce Knowledge Base, SOPs, and training documentation.
Drive process improvements to enhance operational efficiency and customer experience.
Collaborate with cross-functional teams to ensure seamless customer support operations.
Strong leadership and people management skills
Excellent verbal and written communication
Customer-centric mindset
Strong analytical and problem-solving abilities
Effective stakeholder management
Escalation handling and conflict resolution
Workforce planning and shift management
Quality monitoring and coaching
Reporting and MIS preparation
Ability to work in a fast-paced 24x7 operational environment
Strong organizational and multitasking skills
Opportunity to lead a high-performing 24x7 customer support team.
Exposure to Salesforce Service Cloud and digital customer support operations.
Collaborative work environment with opportunities for learning and career growth.
Opportunity to contribute to process improvement and customer experience initiatives.
If this suits your experience and requirement please apply with updated CV on [email protected]
