Customer Support Team Lead

5 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 20,00,000 - ₹ 25,00,000
Senior Manager Role Overview

This is a leadership position at our US-based Support & Resolution Centre (SRC). You will lead a team of 10-20 specialists, manage escalations, and drive quality to deliver world-class customer support.

Key Responsibilities:
  • Team Leadership & People Management:
    • Lead and mentor a high-performing team of 10-20 members, fostering exceptional results.
    • Manage full-cycle hiring with HR, from sourcing to onboarding, ensuring seamless integration.
    • Conduct regular one-on-one meetings to review performance, recognize strengths, and set development plans.
    • Serve as primary contact for grievances, ensuring fair and timely resolution.
  • Operations & Escalation Handling:
    • Oversee the resolution of complex customer issues by managing all escalated cases, providing expert guidance.
    • Lead daily team briefings to address performance gaps and share critical updates, promoting collaboration.
    • Ensure business continuity by providing operational support during weekends when required, guaranteeing uninterrupted service.
    • Strategically manage workforce scheduling, approving leave and time-off requests to maintain optimal coverage and flexibility.
  • Quality, Process, & Performance Improvement:
    • Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards, driving continuous improvement.
    • Champion operational excellence by identifying process, training, and product improvements, and leading strategic change execution, enhancing efficiency.
    • Leverage data insights on productivity and behavior to drive personalized coaching and professional development, boosting performance.
    • Ensure fair and accurate incentive payouts through meticulous oversight of calculations and timelines, maintaining transparency.
    • Own and maintain the knowledge base, curating and updating critical SOPs, providing valuable resources.
  • Reporting & Cross-Functional Collaboration:
    • Deliver strategic insights through weekly report analysis and distribution, informing decision-making.
    • Align cross-functional teams on performance goals for cohesive execution, promoting teamwork.
    • Serve as primary contact for technical and product inquiries, ensuring swift resolution, providing expert assistance.
    • Optimize configurations and account setups for maximum efficiency, streamlining processes.
Requirements:
  • A seasoned people leader with over 3-4 years of hands-on experience, successfully managing teams of 10-20 in fast-paced environments.
  • A data-driven strategist who measures, analyses, and optimizes performance, using data to inform every decision.
  • Analytical and detail-oriented, with a natural curiosity and strong logical skills to dig into the why behind every metric and turn insights into action.
  • Agile and results-focused, thriving in fast-moving environments and consistently driving towards key business results.
  • A continuous learner, eager to acquire new skills and adapt to new workflows, tools, and industry best practices.

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