Customer Support Team Lead
2 months ago
Customer Support Team Leader JD | Thrillophilia
Location: Jaipur
Position Type: Full-time
Experience: Minimum 3+ Yrs.
Job Summary:-
As a Customer Support Team Leader, you will be responsible for leading and managing a team of Customer Support Representatives. Your primary goal will be to ensure that our customers receive top-notch service and that the team meets its performance targets. You will be a key player in driving customer satisfaction and retention through effective team management and process improvement.
Key Responsibilities:-
1. Team Management:
○ Lead, mentor, and motivate a team of Customer Support Representatives.
○ Monitor team performance and conduct regular performance reviews.
○ Provide coaching and training to team members to enhance their skills and performance.
2. Customer Service:
○ Ensure high levels of customer satisfaction by addressing and resolving customer inquiries and complaints promptly.
○ Handle escalated customer issues and provide timely resolutions.
○ Maintain a strong understanding of our products and services to effectively assist customers.
3. Performance Monitoring:
○ Track and analyze key performance metrics, such as response time, resolution time, and customer satisfaction scores.
○ Implement strategies to improve team performance and achieve targets.
○ Prepare and present performance reports to management.
4. Process Improvement:
○ Identify opportunities for process improvements and implement best practices.
○ Collaborate with other departments to streamline workflows and enhance customer experience.
○ Develop and update customer support policies and procedures.
5. Communication:
○ Foster a positive and collaborative team environment.
○ Communicate effectively with team members, management, and other stakeholders.
○ Ensure that important updates and information are shared with the team promptly.
6. Resource Management:
○ Manage scheduling and resource allocation to ensure adequate coverage.
○ Handle administrative tasks related to team management, such as attendance and leave management.
Qualifications:-
● Bachelor’s degree in any discipline; a degree in Business Administration or a related field is a plus.
● Minimum of 3 years of experience in customer support, with at least 1 year in a supervisory or leadership role.
● Excellent communication and interpersonal skills.
● Strong problem-solving and decision-making abilities.
● Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
● Proficiency in using customer support software and tools.
● Demonstrated ability to lead and motivate a team.
All About Thrillophilia:-
At Thrillophilia, we're on a mission to make travel planning and booking effortless, so that travelers can focus on creating unforgettable memories. Thrillophilia’s journey is rooted in a passion for travel, exploration, and adventure. It began back in 2011 when the global market was still too young for online travel transactions. Ever since, we have grown to become India’s largest online platform for experiential travel. An annual traffic of 150M+ Users, 5M+ Happy Customers, and a strong presence of 2.2M on our Instagram, reflects our commitment to providing memorable experiences and inspiring travelers worldwide.
Our platform boasts diverse and wholesome offerings, featuring over 25,000 experiences and 2,500 holiday packages in over 150+ Destinations. From adventurous and offbeat travel to luxurious options, our aim is to provide our customers with the best experiences possible. Thrillophilia simplifies travel planning by creating personalized experiences using our expertise in destinations, local networks, AI/ML logics, and automation. Our team provides a human touch, and on-trip support ensures the best trip of your life.
Bringing the finest travel ideas together, our team comprises young and lively folks who are passionate about travel, technology, marketing, partnerships, and more. Together, we have achieved many brilliant titles, such as YourStory’s best places to Work (2013), ISB’s BizQuest (2014), Singapore Bash’s best startups (2016), London Mayor’s IE20 (2017), and more.
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