Customer Support Lead

7 days ago

Coimbatore, India Isha Foundation Full time

Dear Candidate,

The E-commerce Customer Support Team Lead is responsible for managing and leading a team of customer support agents who provide assistance to customers shopping on an e-commerce platform. This role involves overseeing daily operations, ensuring excellent customer service, handling escalated issues, and driving the overall success of the customer support function. The Team Lead will also help implement strategies that enhance the customer experience and align with the company's goals.

Key Responsibilities

  1. Team Management & Leadership
  • Lead, mentor, and motivate a team of customer support agents to provide exceptional service.
  • Conduct regular team meetings to share updates, address concerns, and discuss performance.
  • Provide ongoing coaching and feedback to team members to help them improve their skills and meet performance metrics.
  • Conduct performance evaluations and support career development for team members.
  • Organize and manage team schedules to ensure appropriate coverage and meet service level agreements (SLAs).
  1. Customer Support Operations
  • Oversee day-to-day customer support activities, ensuring timely and accurate responses to customer inquiries via email, website ticket , phone.
  • Ensure that customer issues are handled efficiently and professionally, including managing escalations and complex cases.
  • Monitor support tickets and ensure all inquiries are resolved according to company guidelines and within specified timeframes.
  • Implement and maintain quality assurance standards for customer interactions to ensure a consistent customer experience.
  1. Escalation & Problem Solving
  • Handle high-priority, escalated, or complex customer issues that cannot be resolved by agents.
  • Collaborate with other departments (e.g., sales, fulfillment, IT) to resolve customer issues and improve product/service offerings.
  • Take ownership of customer feedback and collaborate with management to suggest improvements for customer service processes or policies.
  1. Performance Monitoring & Reporting
  • Track and analyze customer support metrics, including response times, customer satisfaction scores, and first contact resolution rates.
  • Prepare regular reports on team performance, identify trends, and recommend process improvements.
  • Analyze customer feedback to identify areas for improvement in the customer experience and support processes.
  1. Process Improvement
  • Collaborate with other departments to identify opportunities for process improvements that enhance the overall customer experience.
  • Suggest and implement best practices to optimize workflows and improve team productivity.
  • Stay up-to-date with industry trends, tools, and technologies to continuously improve support strategies.
  1. Training & Development
  • Train new team members and onboard them effectively.
  • Develop training materials and conduct regular training sessions to ensure the team is knowledgeable about products, policies, and customer service practices.
  • Continuously update the team on any changes in company policies, product updates, or systems.

Qualifications & Skills

  • Education : Bachelor’s degree in Business Administration, Communications, or related field (or equivalent experience).
  • Experience :
  • 3+ years of experience in customer support, with at least 1 year in a team lead or supervisory role, preferably in an e-commerce environment.
  • Experience with customer support tools (e.g., Odoo, etc.) and live chat software.
  • Familiarity with e-commerce platforms, order management systems, and CRM software is a plus.
  • Skills :
  • Strong leadership, coaching, and mentoring abilities.
  • Excellent communication (verbal and written) and problem-solving skills.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Customer-centric attitude with a focus on delivering high-quality support.
  • Analytical mindset with the ability to assess performance metrics and implement improvements.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software.

Personal Attributes

  • Empathetic and customer-focused.
  • Adaptable and able to thrive in a dynamic environment.
  • Collaborative and team-oriented, with the ability to work cross-functionally.
  • High attention to detail and ability to maintain a high standard of work under pressure.
  • Solution-oriented, with strong problem-solving capabilities.

Preferred Qualifications

  • Previous experience working in an e-commerce or retail environment.
  • Familiarity with customer service best practices and e-commerce industry standards.
  • Multilingual abilities are a plus, depending on the company’s customer base.

Compensation & Benefits

  • Competitive salary based on experience.
  • Opportunity for career growth and development in a fast-paced, growing industry.

Interested candidates please forward your resume.

Regards,

Priya Rajan

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