Customer Support Team Lead
1 week ago
Overview
We are Idyllic Services, a dynamic company seeking an exceptional Customer Support Team Lead to join our team in Bengaluru. This is a fantastic opportunity to lead a high-performing team and make a significant impact.
About the Role
This role requires a hands-on leader who can provide technical and product assistance, handle escalated customer issues, and collaborate with cross-functional teams. You will set the standard for customer service excellence and be responsible for maintaining high levels of customer satisfaction within the team.
Key Responsibilities:
- Establish and lead an offshore support team ensuring exceptional customer service and technical support.
- Actively participate in hiring, onboarding, and training new team members, along with ongoing education initiatives for the support team.
- Maintain a visible presence on the support floor and ensure regular communication through various channels.
- Conduct monthly one-on-one sessions with team members and hold team meetings to ensure alignment and performance.
- Monitor team productivity and Quality Check scores to meet established benchmarks.
- Regularly review team members' calls to ensure adherence to quality standards.
- Write and administer performance evaluations at least three times a year.
- Prepare and submit monthly team reports.
- Stay updated on changes in software, technology, and industry trends.
- Perform other duties as assigned by the management team.
Benefits
You'll enjoy competitive compensation and growth opportunities while working in a dynamic, fast-paced environment that values collaboration and innovation.
Requirements
To be successful in this role, you'll need a Bachelor's degree or equivalent work experience in a related field. A minimum of 10 years of total experience, with at least 8 years in customer service, preferably in tech, insurance, or business consulting, is required. Proven experience leading a customer support team in a technology-driven environment is essential.
Technical Skills:
- Proficiency in support tools such as Confluence, Slack, and Knowledgebase systems.
- Familiarity with CRM platforms, ticketing systems, and customer service tools.
Estimated Salary: ₹25,00,000 - ₹30,00,000 per annum
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