We are looking for a proactive and customer-focused Customer Support Team Lead to manage and guide a team of support executives. The ideal candidate will ensure high-quality customer service, drive team performance, and improve overall customer satisfaction.
Key Responsibilities
- Lead, mentor, and manage a team of customer support representatives
- Monitor daily operations and ensure timely resolution of customer queries
- Maintain high standards of customer satisfaction and service quality
- Handle escalated customer issues and provide effective solutions
- Track team performance using KPIs such as response time, resolution rate, and CSAT
- Conduct regular training sessions and performance reviews
- Develop and implement process improvements to enhance efficiency
- Collaborate with internal teams (Sales, Product, Tech) to resolve customer concerns
- Prepare reports and dashboards for management review
Required Skills & Qualifications
- Bachelor’s degree in any discipline
- 4+ years of experience in customer support, with at least 1–2 years in a leadership role
- Strong communication and interpersonal skills
- Experience with CRM tools (e.g., Zendesk, Freshdesk, Salesforce)
- Ability to handle high-pressure situations and resolve conflicts
- Strong analytical and problem-solving skills
- Good understanding of customer service metrics and reporting
Job Types: Full-time, Permanent
Pay: ₹30,053.98 - ₹48,584.01 per month
Benefits:
- Food provided
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
