Team Lead

Profile Overview

As the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers.

Key Responsibilities

• Team Leadership & Supervision Lead, coach & mentor a team of customer support agents. Set clear KPIs and motivate the team to consistently exceed performance targets.

• Performance Monitoring Track and analyze metrics—such as CSAT, response time, resolution rate—and deliver actionable insights.

• Escalated Issue Resolution Take ownership of complex customer complaints, ensuring prompt, empathetic, and professional outcomes.

• Return & Exchange Management Oversee the end-to-end returns/exchange process), coordinate with logistics/warehouse, and ensure seamless customer satisfaction.

• Training & Development Develop & deliver training sessions to elevate team capabilities in product knowledge, communication, and CRM usage.

• Process Improvement Identify and optimize workflows—such as ticket routing, self-service content, or returns policy—to elevate efficiency and customer experience.

• Cross-functional Collaboration Work closely with Product, Quality, and Warehouse teams to ensure quick issue resolution and rollout of service improvements.

• Reporting & Documentation Generate regular reports on performance, escalations, returns, and resolutions. Maintain up-to-date knowledge-base articles and SOPs.

Skills & Qualifications

• Leadership & Management Proven ability to lead, coach, and inspire a customer support team.

• Customer Service Strong grasp of support operations, escalations, and quality standards.

• Communication Excellent verbal & written English—must be empathetic, clear, and persuasive with customers.

• Analytical & Data-driven Comfortable extracting insights from data—CSAT, ticket volume, resolution trends.
• Conflict Resolution Calm under pressure, adept at resolving escalations tactfully.

• Tools Proficiency Familiarity with CRM systems and Microsoft Office Suite.

• Organizational Skills Strong scheduling, prioritization, and multitasking abilities in a fast-paced retail environment.

• Training & Coaching Experience designing and delivering training and providing regular performance feedback.

• Educational Background Bachelor's degree – ideally in Business, Communication, or related field.

• Experience 2–3 years in customer support, including at least 1 year in a leadership role.

What a Typical Day Looks Like

• Morning huddle to review KPIs (ticket count, backlog, CSAT) and assign priorities.

• Monitor escalations, intervene when needed.

• Conduct one-on-ones or coaching sessions with team members.

• Analyze daily performance—identify trends or training needs.

• Lead cross-department syncs on escalations or process issues.

• Oversee returns/exchange queue, resolve pending issues.

• Update knowledgebase; refine SOPs.

• Review and finalize scheduling and shifts.

Why Join Voylla?

Voylla stands at the forefront of fashion jewelry in India—offering innovative designs with fast logistics and excellent customer support. As Team Lead, you'll shape how our customers connect with our brand, drive continuous service excellence, and have a measurable impact on customer loyalty.