Customer Service Team Operations Manager

1 week ago

Kota, Rajasthan, India beBeeCustomer Full time ₹ 8,00,000 - ₹ 12,00,000

As a Team Lead for our Customer Service division, you will play a pivotal role in overseeing the day-to-day operations of our team. Your primary responsibility will be to ensure that we maintain high service levels and drive process improvements to enhance customer satisfaction.

Key Responsibilities:
  • Manage email and chat processes 24/7, ensuring timely responses to customer inquiries
  • Provide regular feedback, conduct performance evaluations, and coach team members to promote continuous improvement
  • Handle escalated customer queries and resolve complex issues efficiently, utilizing your problem-solving skills and expertise
  • Collaborate with QA and Training teams to guarantee adherence to policies, tone, and brand guidelines
  • Maintain shift schedules, ensure proper coverage, and manage attendance effectively
  • Analyze team performance reports and generate actionable insights for optimization, driving business growth and customer satisfaction
Requirements:
  • Bachelor's degree or equivalent work experience in a related field
  • Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role
  • Strong experience in chat and email-based customer support (e-commerce or service industries preferred)
  • Excellent written communication, problem-solving, and people management skills
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms
  • Ability to handle pressure, multitask, and lead teams in a fast-paced environment

By joining our team as a Team Lead, you will have opportunities to grow professionally and contribute significantly to our company's success.

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