Team Leader

9 hours ago

Gurugram, India Valuedrive Technologies Full time

Job Title: Team Leader - Escalations/Customer Support

Location: Gurugram

6 days Working

Point of Contact: or connect with us at

Role Overview:

We are looking for a Customer Support Team Leader to lead a high-performance support team focused on delivering exceptional service to our customers. This role is best suited for someone who has experience managing large operations teams and thrives in a dynamic environment requiring cross-functional coordination.

Key Responsibly Included:

  • Lead and manage a team of 10+ customer support agents to ensure high-quality, timely, and
  • efficient resolution of customer queries.
  • Drive operational excellence by monitoring team performance against KPIs (CSAT, TAT, First Call Resolution, etc.).
  • Handle escalations and ensure root cause analysis for recurring issues.
  • Coordinate effectively with internal teams including Sales, Operations, Tech, and Logistics to resolve complex issues and improve service delivery.
  • Implement process improvements and contribute to building SOPs for scaling support operations.
  • Conduct regular team reviews, coaching sessions, and performance appraisals.
  • Ensure proper staffing, shift scheduling, and attendance management.

Requirements:

  • Minimum 1 year of experience as a Team Leader in a customer support or operations-heavy
  • environment.
  • Strong background in managing large-scale support operations or customer-facing teams.
  • Proven ability to work in a fast-paced setup involving cross-functional collaboration.
  • Excellent communication, problem-solving, and decision-making skills.
  • Ability to analyze data and derive actionable insights for improving service metrics.
  • Comfortable working with CRM platforms, dashboards, and support tools.

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