Customer Support Team Lead

3 days ago

Bengaluru India CARS24 Full time

Job Description What will you drive - Lead, coach, and mentor a team of customer service representatives to achieve performance targets. - Monitor daily operations, call quality, and ensure SLA adherence. - Communicate and collaborate effectively with internal and external stakeholders. - Optimize funnel conversion at every stage (lead to inspection, inspection to stock-in, etc.). - Analyze performance metrics, generate reports, and drive data-backed decision-making. - Drive initiatives to improve customer experience and reduce friction across touchpoints. - Manage escalations, ensure timely resolution, and identify process gaps. Who are we looking for - Minimum 4 years of call center experience, with at least 1 year in a team lead role. - Fluency in at least 3 southern Indian languages (Tamil, Telugu, Kannada, Malayalam). - Strong communication and interpersonal skills. - Proven experience in stakeholder management and cross-functional coordination. - Hands-on experience in funnel management and performance tracking. - Excellent data analysis and reporting skills (Excel, dashboards, CRM tools). - High customer orientation and problem-solving mindset.

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