Customer Support Team Lead

5 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 15,00,000
Customer Service Leadership Role

The Customer Support Manager plays a pivotal role in delivering exceptional customer experiences and satisfaction through fair, timely refund decisions.

The team is responsible for reviewing and resolving refund requests with care, empathy, and sound judgment — balancing policy adherence with personalized service.

Key Qualifications
  • Bachelor's degree in business or a related field.
  • 5 years in customer service, refund operations, or support leadership; 1–2 years in a supervisory or assistant manager role.
  • Proven ability to apply policy-based decisions while exercising discretion for exceptions based on customer value (e.g., LTV) and context.
  • Background in forecasting case volumes and building effective staffing/resource plans.
  • Exceptional communication and leadership skills with a history of coaching high-performing teams.
  • Analytical mindset with experience using key service metrics (CSAT, QA, resolution time) to drive performance improvements.
Responsibilities:
  • Serve as a customer advocate, leading with empathy and understanding how every interaction impacts long-term loyalty.
  • Enforce refund policies thoughtfully while identifying and approving well-justified exceptions.
  • Accurately forecast refund case volumes using historical data, seasonal trends, and marketing calendars.
  • Develop staffing and scheduling plans that ensure optimal coverage and performance during high-volume periods.
  • Empower and coach your team to make confident, customer-centric decisions aligned with business goals.
  • Analyze trends in service metrics to improve team performance, decision accuracy, and overall customer satisfaction.
  • Collaborate with the Quality team to review QA results, deliver feedback, and ensure consistency in decision-making.
  • Act as the point of escalation for complex or high-impact cases, delivering prompt and effective resolutions.
  • Work cross-functionally with Customer Experience, Risk, and Finance to align refund processes and ensure operational transparency.
  • Monitor and report on key performance indicators (KPIs) such as resolution time, decision quality, CSAT, and exception rates.
  • Identify recurring issues and policy gaps, providing recommendations for process and policy improvements.
  • Create and present operational insights and recommendations to senior leadership to inform broader CX strategies.
  • Have individual development conversations with team members & work on building strong & technical individuals
Your Career at Our Company
  • Exposure to rewarding career advancement opportunities
  • A culture that promotes a healthy, fulfilling work/life balance
  • Benefits package for all eligible full-time employees (including medical, vision and dental).

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