Customer Support Specialist

1 week ago

Gurgaon, Haryana, India MoreTasks Full time ₹ 12,00,000 - ₹ 24,00,000 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 the 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 & 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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