Customer Support Team Leader

2 days ago

Navi Mumbai, Maharashtra, India Triomphe Digital Technology Full time

Job Summary

We are seeking an experienced Team Leader to manage daily operations for our e-commerce support team (Amazon VC/SC & Flipkart). You will drive performance, mentor 520 agents, and ensure high-quality service across all communication channels.

Key Responsibilities

  • Team Leadership: Supervise, mentor, and review performance for a team of 520 agents to ensure targets and SLAs are met.
  • E-commerce Operations: Oversee Amazon (VC/SC) and Flipkart support, managing tickets, escalations, defects, and buyer-seller messaging.
  • Quality & Process: Monitor quality across Email, Voice, Chat, and WhatsApp. Identify gaps and implement SOP improvements.
  • Reporting: Analyze KPIs and generate weekly/monthly reports to drive actionable insights. Collaborate with Product/Ops teams to resolve recurring issues.

Requirements

  • Experience: 3+ years in Customer Support, with min. 1 year as a Team Leader.
  • Domain Expertise: Strong knowledge of Amazon (Seller/Vendor Central) and Flipkart operations.
  • Technical Skills: Proficient in CS tools (Zendesk, Freshdesk, etc.) and Excel (reporting/analytics).
  • Communication: Excellent verbal and written English.
  • Soft Skills: Strong problem-solving abilities, adaptability to fast-paced environments, and cross-team collaboration skills.

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