Customer Support Team Lead

3 days ago

Bengaluru, India Pine Labs Full time

Job Title: Customer Support Team Lead Location: Bangalore Department: Customer Experience / Support Reports To: Helpdesk Manager Employment Type: Full-Time Job 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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