Customer Support Team Lead

3 weeks ago


Jaipur, Rajasthan, India Thrillophilia Full time
Job Summary:

As a Customer Support Team Lead at Thrillophilia, you will be responsible for leading and managing a team of Customer Support Representatives. Your primary goal will be to ensure that our customers receive top-notch service and that the team meets its performance targets.

Key Responsibilities:

  • Team Management:
    • Lead, mentor, and motivate a team of Customer Support Representatives.
    • Monitor team performance and conduct regular performance reviews.
    • Provide coaching and training to team members to enhance their skills and performance.
  • Customer Service:
    • Ensure high levels of customer satisfaction by addressing and resolving customer inquiries and complaints promptly.
    • Handle escalated customer issues and provide timely resolutions.
    • Maintain a strong understanding of our products and services to effectively assist customers.
  • Performance Monitoring:
    • Track and analyze key performance metrics, such as response time, resolution time, and customer satisfaction scores.
    • Implement strategies to improve team performance and achieve targets.
    • Prepare and present performance reports to management.
  • Process Improvement:
    • Identify opportunities for process improvements and implement best practices.
    • Collaborate with other departments to streamline workflows and enhance customer experience.
    • Develop and update customer support policies and procedures.
  • Communication:
    • Foster a positive and collaborative team environment.
    • Communicate effectively with team members, management, and other stakeholders.
    • Ensure that important updates and information are shared with the team promptly.
  • Resource Management:
    • Manage scheduling and resource allocation to ensure adequate coverage.
    • Handle administrative tasks related to team management, such as attendance and leave management.
Qualifications:

● Bachelor's degree in any discipline; a degree in Business Administration or a related field is a plus.

● Minimum of 3 years of experience in customer support, with at least 1 year in a supervisory or leadership role.

● Excellent communication and interpersonal skills.

● Strong problem-solving and decision-making abilities.

● Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

● Proficiency in using customer support software and tools.

● Demonstrated ability to lead and motivate a team.

About Thrillophilia:

At Thrillophilia, we're on a mission to make travel planning and booking effortless, so that travelers can focus on creating unforgettable memories. Thrillophilia's journey is rooted in a passion for travel, exploration, and adventure.

Our platform boasts diverse and wholesome offerings, featuring over 25,000 experiences and 2,500 holiday packages in over 150+ Destinations. From adventurous and offbeat travel to luxurious options, our aim is to provide our customers with the best experiences possible.



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