Team Lead Customer Success

2 days ago

Bengaluru, Karnataka, India Supertails Full time
  • Experience: 12 years in leading teams in e-commerce or customer support environments
  • Function: Customer Experience / Customer Support / Customer Success
  • About the role
  • Were looking for a passionate and execution-focused Team Lead to join our UCJ (Unified Customer Journey) team
  • This role is crucial in ensuring a seamless customer experience from the first interaction to resolution, across support and success channels
  • Youll be responsible for guiding a team of Super Companions (PRMs), optimizing their performance, and ensuring every customer touchpoint is empathetic, timely, and solution-driven.
  • Key Responsibilities
  • Team Management: Lead and coach a team of UCJ Super Companions focused on call/chat/email interactions with customers.
  • Performance Monitoring: Track daily KPIs including First Response Time, Talk Time, Transfers to Vets, and CSAT scores
  • Conduct RCA for dips in performance.
  • Customer Journey Oversight: Ensure customer transitions across touchpoints (support to vet to resolution) are seamless and aligned with UCJ goals.
  • Process Improvement: Identify workflow gaps and execute improvements to enhance customer delight and team efficiency.
  • Training & Upskilling: Regularly train and upskill team members on empathy, issue resolution, and understanding pet parent needs.
  • Escalation Handling: Manage escalated cases and ensure timely and satisfactory closures with internal stakeholders.
  • Reporting: Maintain dashboards, update leadership with actionable insights, and manage shift rosters, coverage, and productivity metrics.
  • Requirement
  • 12 years of experience leading customer support or success teams in an e-commerce or D2C environment.
  • Proven experience in handling customer escalations and driving resolution excellence.
  • Strong understanding of the e-commerce customer journey from acquisition to post-sale support.
  • Ability to manage SLAs and performance metrics while maintaining empathy and a customer-first approach.
  • Comfortable working in a fast-paced, agile environment with shifting priorities.
  • Excellent communication skills (verbal and written).
  • Good to have
  • Experience with CRM tools like Freshdesk, Zendesk, or similar.
  • Exposure to pet care, D2C wellness, or healthtech domains.
  • Strong analytical mindset to draw insights from support data.

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