Team Lead Customer Support

4 weeks ago

Ahmedabad, Gujarat, India RENÉE Cosmetics Full time
Timelessly inspired, endlessly enhanced- RENÉE Cosmetics is an Indian makeup brand that's redefining beauty with its range of high quality, cruelty-free and FDA-approved innovative range of products. RENÉE believes in empowering women to own and enjoy their bold, ambitious persona and let their glam do the talking.
The art of cosmetics is a true liberator and a beautiful form of expressing oneself in tones and shades. We seek inspiration from timeless beauty and transform it to meet the needs of the modern woman.
Job Description:
Team Lead – Customer Support is responsible for managing the day-to-day operations of the customer support team, ensuring timely and quality resolution of customer issues, and coaching team members for better performance and customer satisfaction.
Key Responsibilities (KRAs):
Job Title: Team Lead – Customer Support
Location: Ahmedabad
Department: Customer Support
Employment Type: Full-time
Job Summary:
We are seeking a proactive and experienced Team Lead – Customer Support to oversee our customer support operations. The ideal candidate will be responsible for leading a team of support representatives, ensuring high-quality service delivery, and driving continuous improvement in customer satisfaction and support efficiency.
Key Responsibilities:
Lead, mentor, and supervise a team of customer support representatives.
Monitor and ensure timely and effective handling of customer queries via calls, emails, chats, or tickets.
Handle complex customer issues and escalations with professionalism and empathy.
Track and analyze key performance indicators (KPIs) such as first response time, resolution time, CSAT, and ticket volumes.
Conduct regular performance evaluations and coaching sessions for team members.
Develop and implement support processes to enhance customer experience and operational efficiency.
Maintain shift rosters, attendance, and ensure adequate coverage during all business hours.
Collaborate with cross-functional teams (Product, Sales, Tech, etc.) to resolve customer issues.
Prepare and share daily/weekly/monthly performance and feedback reports with management.
Drive training and onboarding programs for new hires in the support team.
Requirements:
Bachelor's degree or equivalent experience.
2–5 years of experience in customer support, with at least 1 year in a leadership role.
Excellent communication and interpersonal skills.
Strong problem-solving, conflict resolution, and decision-making abilities.
Familiarity with customer support tools and ORM such as Zendesk, Freshdesk, Zoho Desk, or similar platforms.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in MS Excel/Google Sheets and reporting tools.
Preferred:
Experience in (Industry – e.g., SaaS, E-commerce, Cosmetic ,Fintech, EdTech, BPO, etc.).
Multilingual abilities ( English Fluency is must ).
Working knowledge of CRM and ticketing platforms.
How to Apply: Please share your updated resume at with Subject line as designation and location

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