Customer Support Team Lead

2 weeks ago

bangalore, India CARS24 Full time

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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