Team Lead Customer Support

4 weeks ago

Ahmedabad, Gujarat, India RENÉE Cosmetics Full time

Timelessly inspired, endlessly enhanced- RENÉE Cosmetics is an Indian makeup brand that's redefining beauty with its range of high quality, cruelty-free and FDA-approved innovative range of products. RENÉE believes in empowering women to own and enjoy their bold, ambitious persona and let their glam do the talking.

The art of cosmetics is a true liberator and a beautiful form of expressing oneself in tones and shades. We seek inspiration from timeless beauty and transform it to meet the needs of the modern woman.

Job Description:

Team Lead – Customer Support is responsible for managing the day-to-day operations of the customer support team, ensuring timely and quality resolution of customer issues, and coaching team members for better performance and customer satisfaction.

Key Responsibilities (KRAs):

Job Title: Team Lead – Customer Support

Location: Ahmedabad

Department: Customer Support

Employment Type: Full-time

Job Summary:

We are seeking a proactive and experienced Team Lead – Customer Support to oversee our customer support operations. The ideal candidate will be responsible for leading a team of support representatives, ensuring high-quality service delivery, and driving continuous improvement in customer satisfaction and support efficiency.

Key Responsibilities:

  • Lead, mentor, and supervise a team of customer support representatives.
  • Monitor and ensure timely and effective handling of customer queries via calls, emails, chats, or tickets.
  • Handle complex customer issues and escalations with professionalism and empathy.
  • Track and analyze key performance indicators (KPIs) such as first response time, resolution time, CSAT, and ticket volumes.
  • Conduct regular performance evaluations and coaching sessions for team members.
  • Develop and implement support processes to enhance customer experience and operational efficiency.
  • Maintain shift rosters, attendance, and ensure adequate coverage during all business hours.
  • Collaborate with cross-functional teams (Product, Sales, Tech, etc.) to resolve customer issues.
  • Prepare and share daily/weekly/monthly performance and feedback reports with management.
  • Drive training and onboarding programs for new hires in the support team.

Requirements:

  • Bachelor's degree or equivalent experience.
  • 2–5 years of experience in customer support, with at least 1 year in a leadership role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving, conflict resolution, and decision-making abilities.
  • Familiarity with customer support tools and ORM such as Zendesk, Freshdesk, Zoho Desk, or similar platforms.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Proficiency in MS Excel/Google Sheets and reporting tools.

Preferred:

  • Experience in (Industry – e.g., SaaS, E-commerce, Cosmetic ,Fintech, EdTech, BPO, etc.).
  • Multilingual abilities (English Fluency is must ).
  • Working knowledge of CRM and ticketing platforms.

How to Apply: Please share your updated resume at with Subject line as designation and location

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