Senior Team Lead

2 weeks ago

Bengaluru, Karnataka, India Inspiration Manpower Consultancy Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Job Title: Customer Support Team Lead

Location: Bangalore

Department: Customer Support

Reports To: Customer Support Manager / Head of Customer Experience

Job Type: Full-time

Job Summary:

We are seeking a proactive and customer-focused Customer Support Team Lead to oversee daily operations of our support team, drive performance, and ensure a seamless experience for our customers. You will lead by example, mentor team members, resolve escalated issues, and continuously improve support processes.

Key Responsibilities:

  • Team Leadership:

  • Lead, motivate, and mentor a team of customer support representatives.

  • Monitor team performance and provide coaching and feedback.
  • Schedule shifts and manage workforce planning to meet service level targets.

  • Conduct regular 1:1s, performance reviews, and training sessions.

  • Customer Support Operations:

  • Ensure timely and accurate responses to customer inquiries via Call

  • Handle escalated customer issues and resolve them with empathy and efficiency.
  • Track and report on key performance metrics CSAT, First Response Time, Resolution Time.

  • Maintain a high level of product knowledge and act as a go-to expert for the team.

  • Process Improvement:

  • Identify areas for process optimization and work with leadership to implement improvements.

  • Collaborate with other departments to resolve cross-functional issues.
  • Contribute to knowledge base updates and internal documentation.

Qualifications:

  • Proven experience 2+ in customer support or service, with at least 1 year in a team lead or supervisory role.
  • Strong leadership, coaching, and interpersonal skills.
  • Excellent written and verbal communication.
  • Proficient with customer support tools and ticketing systems.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Analytical mindset with experience in interpreting support metrics and KPIs.
  • Empathy-driven mindset with a strong commitment to customer satisfaction.

Contact Point :

Rashmi

Mallik

Deepanshu

Vaishnavi

Roshni

Aditya

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