Voylla - Team Lead - Customer Support
5 days ago
Team Lead - Customer Support (Voylla). Profile Overview:- As the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels.- You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers. Key Responsibilities:- Team Leadership & Supervision Lead, coach & mentor a team of customer support agents.- Set clear KPIs and motivate the team to consistently exceed performance targets.- Performance Monitoring Track and analyze metrics-such as CSAT, response time, resolution rate-and deliver actionable insights.- Escalated Issue Resolution Take ownership of complex customer complaints, ensuring prompt, empathetic, and professional outcomes.- Return & Exchange Management Oversee the end-to-end returns/exchange process), coordinate with logistics/warehouse, and ensure seamless customer satisfaction.- Training & Development Develop & deliver training sessions to elevate team capabilities in product knowledge, communication, and CRM usage.- Process Improvement Identify and optimize workflows-such as ticket routing, self-service content, or returns policy-to elevate efficiency and customer experience.- Cross-functional Collaboration Work closely with Product, Quality, and Warehouse teams to ensure quick issue resolution and rollout of service improvements.- Reporting & Documentation Generate regular reports on performance, escalations, returns, and resolutions.- Maintain up-to-date knowledge-base articles and SOPs. Skills & Qualifications:- Leadership & Management Proven ability to lead, coach, and inspire a customer support team.- Customer Service Strong grasp of support operations, escalations, and quality standards.- Communication Excellent verbal & written English-must be empathetic, clear, and persuasive with customers.- Analytical & Data-driven Comfortable extracting insights from data-CSAT, ticket volume, resolution trends.- Conflict Resolution Calm under pressure, adept at resolving escalations tactfully.- Tools Proficiency Familiarity with CRM systems and Microsoft Office Suite.- Organizational Skills Strong scheduling, prioritization, and multitasking abilities in a fast-paced retail environment.- Training & Coaching Experience designing and delivering training and providing regular performance feedback.- Educational Background Bachelor's degree - ideally in Business, Communication, or related field. Experience - 2-3 years in customer support, including at least 1 year in a leadership role. What a Typical Day Looks Like:- Morning huddle to review KPIs (ticket count, backlog, CSAT) and assign priorities.- Monitor escalations, intervene when needed.- Conduct one-on-ones or coaching sessions with team members.- Analyze daily performance-identify trends or training needs.- Lead cross-department syncs on escalations or process issues.- Oversee returns/exchange queue, resolve pending issues.- Update knowledgebase; refine SOPs.- Review and finalize scheduling and shifts. Why Join Voylla?. Voylla stands at the forefront of fashion jewelry in India-offering innovative designs with fast logistics and excellent customer support. As Team Lead, you'll shape how our customers connect with our brand, drive continuous service excellence, and have a measurable impact on customer loyalty. (ref:iimjobs.com)
-
▷ Only 24h Left! Voylla
3 days ago
Jaipur, India Voylla Full timeJob Description Team Lead - Customer Support (Voylla). Profile Overview - As the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. - You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all...
-
Customer Support Team Lead
1 week ago
Jaipur, India Voylla Full timeJob Description Company Description Incepted in 2013, Voylla is India's largest fashion jewelry destination with over 250 stores across the country and a strong online presence. Voylla offers high-quality, impeccably crafted jewelry at affordable prices, drawing inspiration from traditional art, crafts, and narratives to create contemporary accessories. The...
-
Customer Support
1 hour ago
Jaipur, Rajasthan, India Voylla Full time ₹ 2,00,000 - ₹ 6,00,000 per yearTeam Lead – Customer Support (Voylla)Profile Overview:As the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand...
-
Team Lead
5 days ago
Jaipur, Rajasthan, India Voylla Full time ₹ 9,00,000 - ₹ 12,00,000 per yearProfile OverviewAs the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers.Key...
-
Customer Support Team Lead
5 hours ago
Jaipur, Rajasthan, India Voylla Fashions Pvt Ltd Full time ₹ 4,00,000 - ₹ 4,80,000 per yearProfile OverviewAs the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers.Key...
-
Customer Support Team Leader
2 weeks ago
Jaipur, Rajasthan, India Voylla Fashions Pvt Ltd Full time ₹ 4,50,000 - ₹ 4,80,000 per yearProfile OverviewAs the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers.Key...
-
Jaipur, India Voylla Full time- Oversee the daily operations of the customer service department, ensuring timely and effective resolution of customer inquiries and concerns.- Lead, coach, and manage the customer support team to deliver exceptional service across all customer touchpoints (calls, emails, chat, etc.).- Monitor service quality and team performance through regular audits and...
-
Customer Support Executive
6 days ago
Jaipur, Rajasthan, India Voylla Fashions Pvt Ltd Full time**Job Title** **Company Overview** Voylla is India’s leading fashion-jewelry brand, known for blending traditional inspirations with affordable, stylish designs. With 250+ stores nationwide and a growing digital presence, we’re committed to delivering an exceptional customer experience. **Role Summary** **Key Responsibilities** - **Issue Resolution &...
-
Voylla - Assistant Manager - Customer Support
24 hours ago
Jaipur, India Voylla Full timeJob Description - Oversee the daily operations of the customer service department, ensuring timely and effective resolution of customer inquiries and concerns. - Lead, coach, and manage the customer support team to deliver exceptional service across all customer touchpoints (calls, emails, chat, etc.). - Monitor service quality and team performance through...
-
Data Analyst Intern
7 hours ago
Jaipur, Rajasthan, India Voylla Full time ₹ 2,50,000 - ₹ 5,00,000 per yearCompany DescriptionVoylla, founded in 2013, is India's largest fashion jewelry destination with over 250 retail stores across India and a strong online presence. Voylla is known for its high-quality, finely crafted jewelry at affordable prices, drawing inspiration from traditional art and crafts to create modern accessories. The company offers a versatile...
