Customer Support Team Lead

1 day 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 (B2C)

Are you passionate about delivering outstanding customer experiences and leading high-performing teams?

We're looking for a
Customer Support Team Lead (B2C)
to oversee our consumer support operations — ensuring fast, empathetic, and effective service across all touchpoints.

In this role, you'll combine leadership, operational excellence, and a customer-first mindset to drive satisfaction and loyalty among our users.


Key Responsibilities

  • Lead and motivate a team of
    customer support representatives
    handling B2C interactions across chat, email, and phone.
  • Ensure timely resolution of customer issues while maintaining
    high CSAT and NPS scores
    .
  • Manage
    daily operations
    , monitor SLAs, and track performance metrics.
  • Handle
    customer escalations
    with professionalism and empathy.
  • Collaborate with product, marketing, and operations teams to provide customer insights and improve user experience.
  • Implement and refine
    support processes and playbooks
    to enhance efficiency and service quality.
  • Conduct regular
    coaching, training, and performance reviews
    to upskill team members.
  • Use data and analytics to identify pain points, improve turnaround time, and reduce repeat queries.


What You'll Bring

  • 4–8 years
    of experience in
    customer support (B2C)
    , with at least
    1–2 years in a team lead role
    .
  • Strong people-management and communication skills.
  • Hands-on experience with
    support tools
    like
    Zendesk, Freshdesk, Intercom
    , or similar platforms.
  • Proven track record in handling
    high-volume consumer queries
    and meeting service KPIs.
  • Analytical mindset with experience in
    reporting, dashboards, and process optimization
    .
  • Passion for building strong customer relationships and driving brand trust.


Nice to Have

  • Experience in
    consumer tech, e-commerce, or fintech industries
    .
  • Familiarity with
    automation tools, chatbots, and CRM systems
    .
  • Knowledge of
    customer satisfaction metrics (CSAT, NPS, FCR)
    .

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