Customer Support Team Lead

16 hours ago

Bengaluru, India Pine Labs Full time

Job Title: Customer Support Team LeadLocation: BangaloreDepartment: Customer Experience / SupportReports To: Helpdesk ManagerEmployment Type: Full-TimeJob Summary:We are seeking a proactive and experienced Customer Support Team Lead to manage and mentor a team of support agents, ensuring exceptional service delivery across all customer touchpoints. The ideal candidate will have strong leadership skills, a customer-first mindset, and the ability to drive performance and continuous improvement.Key Responsibilities:- Lead and mentor a team of customer support agents handling queries related to digital payments, financial products, and account services.- Monitor daily operations, including ticket queues, response times, and resolution quality.- Handle escalations involving sensitive financial issues with discretion and professionalism.- Conduct regular team meetings, performance reviews, and training sessions.- Analyze support metrics and generate reports to identify trends and areas for improvement.- Collaborate with cross-functional teams (Program Managers, Sales, Engineering) to resolve customer pain points and improve processes.- Maintain and update knowledge base and support documentation.- Ensure compliance with company policies, procedures, and service standards.Qualifications:- Bachelor’s degree or equivalent experience.- 3+ years of experience in customer support, with at least 1 year in a leadership role.- Strong communication, interpersonal, and conflict-resolution skills.- Experience with CRM and support tools (e.g., Service Desk, Jira, Servicenow, Salesforce).- Ability to analyze data and make informed decisions.- Empathy, patience, and a passion for customer satisfaction.Preferred Skills:- Experience in a fast-paced, tech-driven environment.- Familiarity with support across multiple channels (email, chat, phone).- Knowledge of customer experience best practices and KPIs.- Proficient in MS Office

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