Customer Support Excellence Manager

5 days ago

Delhi, Delhi, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000

Job Summary

The Customer Service Team Lead is responsible for driving excellence in customer support. This role requires a strong focus on timely, empathetic, and high-quality support across all channels, maintaining service level agreements, elevating service standards, and cultivating a motivated team.

Main Responsibilities:

  • Team Leadership & Coaching: The successful candidate will lead, mentor, and motivate a team of customer service agents to deliver exceptional service. Conduct regular performance reviews, provide feedback, and facilitate coaching/training sessions.
  • Quality & Process Excellence: Define, implement, and monitor service policies and SOPs to ensure adherence to service standards. Oversee quality assurance processes reviewing emails, chat, and call interactions, providing corrective guidance to maintain standards.
  • Operations & Escalation Management: Manage agent shifts, scheduling, staffing, and workload distribution for optimal coverage. Oversee ticketing systems, ensure timely closure of support queries, and implement escalation protocols as needed.
  • Stakeholder Collaboration: Serve as the voice of the customer, flag trends, challenges, and service improvement opportunities internally.
  • Metrics & Continuous Improvement: Monitor KPIs including CSAT, FCR (First Contact Resolution), NPS, AHT (Average Handling Time), and ticket backlog. Use data insights to drive coaching, highlight system gaps, and boost team performance and customer satisfaction.

About You

To be successful in this role, you should have 7+ years of experience in customer service roles with at least 5-6 years in a team-leading or supervisory position. Strong leadership and people development abilities, excellent written and verbal communication, customer-centric mindset, and attention to detail are essential. A Master's/Bachelor's degree or equivalent experience is required.

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