Team Lead- Customer Success

12 hours ago

Gurgaon, Haryana, India MoreTasks Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title:
Team Lead- Customer Success

Employment Type:
Full time (24*7 Rotational Shifts)

Experience Required:
6-7 years

Working Mode:
In-Office

Location:
Sector-53, Gurgaon

Industry:
Customer Service (International)

Salary:
Best in Industry

About this role-

We are looking for a dynamic and experienced
Team Lead – Customer Success
to manage our international
voice and chat support operations
. The ideal candidate will lead a team of customer success executives to deliver exceptional service to global customers, ensure SLA adherence, and continuously improve service quality and team performance.

Key Responsibilities-

  • Lead and supervise a team of customer success executives handling international calls and chat support.
  • Ensure prompt, professional, and effective resolution of customer queries and complaints.
  • Handle escalations efficiently, maintaining a high level of customer satisfaction.
  • Manage daily operations and ensure adherence to client SLAs, KPIs, and quality standards.
  • Provide support to end customers through emails, calls and online chats by handling customer requests and queries
  • Conduct regular team meetings, performance reviews, and one-on-one sessions to drive performance and engagement.
  • Coach, train, and mentor team members to enhance communication, product knowledge, and problem-solving skills.
  • Monitor and analyze team performance metrics, preparing regular reports for management review.
  • Identify process improvement areas and collaborate with internal departments to implement effective solutions.
  • Maintain compliance with company policies, procedures, and service guidelines.
  • Foster a positive team culture focused on accountability, learning, and customer-centricity.

Required Qualifications and skills:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • 6–7 years of experience in customer support, with
    at least 3–4 years in an international voice/chat process

and
2+ years in a team lead/supervisory role

.
- Strong leadership and people management skills.
- Excellent verbal and written communication skills in English.
- Proficiency in CRM systems, ticketing tools, and reporting dashboards.
- Ability to analyze data and derive actionable insights for performance improvement.
- Strong problem-solving, decision-making, and conflict-resolution abilities.
- Customer-first attitude with a focus on delivering superior experiences.
- Comfortable working in
24×7 rotational shifts

with rotational week-offs.

Preferred Qualifications:

  • Experience managing customer success operations in a BPO or SaaS environment.
  • Knowledge of service quality frameworks and customer retention strategies.
  • Exposure to handling clients and customers from international markets (US/UK/Australia preferred).

Who can Apply:

  • Professionals with excellent English communication and customer-handling skills.
  • Individuals comfortable with night shifts and working in an international customer environment.
  • Leaders passionate about team development and driving customer satisfaction.

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