Team Lead Support

2 weeks ago

Bengaluru, India Identixweb Full time
Job Description

We are looking for an experienced and proactive Support Manager to lead our customer support operations. You will be responsible for managing a team of support executives, ensuring high levels of customer satisfaction, improving support processes, and driving team performance. The ideal candidate is analytical, people-oriented, and focused on delivering a world-class support experience.

Roles & Responsibilities for Inside Partner Team Leader
  • Team Management & Leadership
  • Lead, mentor, and motivate a team of customer support executives
  • Monitor team performance and provide regular feedback and coaching
  • Manage shift scheduling, workload distribution, and ensure adequate staffing
  • Conduct regular team meetings, training sessions, and performance reviews
  • Oversee daily operations of the support team (calls, chats, emails)
  • Ensure timely and effective resolution of customer issues
  • Track and improve key support metrics (CSAT, FCR, AHT, etc.)
  • Maintain quality assurance standards across all support interactions
  • Process Improvement & Strategy
  • Analyze customer feedback and identify trends or recurring issues
  • Optimize support workflows and introduce automation/tools where necessary
  • Collaborate with product, tech, and sales teams for escalations and improvements
  • Create and maintain internal SOPs and knowledge base documents
  • Reporting & Insights
  • Generate weekly/monthly reports on team performance and customer feedback
  • Present insights and recommendations to senior management
  • Ensure SLAs and KPIs are consistently met or exceeded
Qualification and Requirement
  • 3+ years of total experience in a customer support/call center environment
  • 2 years of experience in a team lead or managerial role
  • Strong understanding of support metrics, escalation processes, and quality control
  • Excellent leadership, communication, and interpersonal skills
  • Proficiency in CRM tools and support platforms
  • Ability to handle pressure and make data-driven decisions
  • Fluent in English; proficiency in Tamil, Kannada, and Malayalam is a plus
  • Bachelor's degree in any discipline; MBA or relevant certification is an advantage
Skills for Inside Partner Team Leader
  • Communication and Presentation
  • Basic In MS Office and Excel.
  • Experience in accounting, billing, and GST software is Plus
  • Ability to create user guides and FAQs for customers.

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