Customer Support Manager

5 days ago

Shimoga, Karnataka, India beBeeService Full time ₹ 8,00,000 - ₹ 10,00,000
Team Lead - Customer Service

We are seeking an experienced and proactive Team Lead to manage our customer service process. The ideal candidate will oversee daily operations, ensure high service levels, coach team members, and drive process improvements to enhance customer satisfaction.

  • Key Responsibilities:
  • Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
  • Manage email and chat processes 24/7.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Work with QA and training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules, ensure proper coverage, and manage attendance.
  • Analyze team performance reports and generate actionable insights for optimization.
  • Ensure daily agent productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with other teams to coordinate on pending or escalated issues.
  • Identify training and quality needs.
  • Drive employee engagement and recognition programs.
  • Conduct interviews to select the best candidates for the job profile.

Requirements:

  • A bachelor's degree or equivalent work experience.
  • 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.
  • Flexible with shifts and weekend support if needed.

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