
Customer Service Team Leader
19 hours ago
management, and payments. We are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.
Working Model: Work from Office
Schedule: US Shift Timings
Team Leadership & People Management
• Lead and mentor a 10–20+ member US-based support team, fostering high performance.
• Manage full-cycle hiring with HR, from sourcing to onboarding.
• Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.
• Operations & Escalation Handling
• Lead daily team briefings to address performance gaps and share critical updates.
• Ensure business continuity by providing operational support during weekends when required.
• Quality, Process, & Performance Improvement
• Lead daily quality audits of calls and chats to assess performance and uphold exceptional
service standards.
• Champion operational excellence by identifying process, training, and product improvements,
Leverage data insights on productivity and behavior to drive personalized coaching and
professional development.
• Deliver strategic insights through weekly ARC Sales Report analysis and distribution.
• Align cross-functional teams on performance goals for cohesive execution.
• Optimize Freshdesk configurations and
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