Customer Support Team Lead

7 days ago

Gurgaon, Haryana, India Next Mantra Solution Private Limited Full time ₹ 15,00,000 - ₹ 25,00,000 per year

We're Hiring:
Customer Support Team Lead (Call & Chat Support)


Location:
Gurugram


Experience:
4–10 Years


Employment Type:
Full-time

We are looking for a dynamic
Customer Support Team Lead
to manage and mentor our
customer care call and chat support team
while ensuring top-notch service delivery. The ideal candidate will have strong leadership skills, excellent problem-solving ability, and a passion for creating great customer experiences.

Key Responsibilities:

  • Lead and manage a
    customer care team handling both calls and chat support
  • Monitor daily operations, resolve escalations, and ensure SLA & quality compliance
  • Track and improve performance metrics (
    CSAT, TAT, FCR, NPS
    )
  • Conduct regular training, coaching, and performance reviews for agents
  • Collaborate with product and operations teams to address recurring issues
  • Handle escalated calls/chats with empathy and quick resolution

Desired Profile:

  • 4–8 years of experience in
    customer support
    , with at least 2 years in a
    team lead / supervisor role
  • Strong experience in managing
    call centers and chat support teams
  • Hands-on expertise with
    CRM / ticketing tools (Zendesk, Freshdesk, Salesforce, etc.)
  • Excellent communication, problem-solving, and people management skills
  • Ability to motivate, coach, and manage a high-performing team


Why Join Us?

  • Lead a passionate
    call & chat support team
    and directly impact customer satisfaction
  • Collaborative culture with strong career growth opportunities
  • Competitive salary + attractive incentives

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