Customer Support Team Lead

2 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 (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)
    .

  • Customer Support Team Lead

    2 weeks 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:GurugramExperience:4–10 YearsEmployment Type:Full-timeWe are looking for a dynamicCustomer Support Team Leadto manage and mentor ourcustomer care call and chat support teamwhile ensuring top-notch service delivery. The ideal candidate will have strong leadership skills, excellent...

  • Customer Support Team Lead

    2 weeks ago

    Gurgaon, Haryana, India Divine Hindu Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company: Divine Hindu Lifestyle Pvt LtdLocation: Sector 27, Gurugram (near Sikanderpur Metro)Working Days: Monday – SaturdayTimings: 9:00 AM – 6:30 PM (Work from Office)About Divine HinduDivine Hindu is India's fastest-growing spiritual lifestyle brand, offering authentic Rudraksha, Karungali, gemstones, and puja essentials. We serve lakhs of customers...

  • Customer Support Team lead

    2 weeks ago

    Gurgaon, Haryana, India Divine Hindu Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    Company: Divine Hindu Lifestyle Pvt LtdLocation: Sector 27, Gurugram (near Sikanderpur Metro)Working Days: Monday – SaturdayTimings: 9:00 AM – 6:30 PM (Work from Office)About Divine HinduDivine Hindu is India's fastest-growing spiritual lifestyle brand, offering authentic Rudraksha, Karungali, gemstones, and puja essentials. We serve lakhs of customers...

  • Support Team Lead

    1 week ago

    Gurgaon, Haryana, India One Impression Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About One ImpressionOne Impression is the #1 creator marketplace connecting brands with authentic influencers and content creators. We're building the future of how brands and creators collaborate, with speed, transparency, and efficiency at the core.As we scale, support is a mission-critical function. We are looking for aSupport Operations Leadto run and...

  • Lead - Customer Support

    6 days ago

    Gurgaon, Haryana, India Shiprocket Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    We are seeking a dynamic and experienced Customer Support Lead to lead our customer support operations. The ideal candidate will have proven expertise in setting up and scaling call centers, managing large support teams, and driving customer excellence within the service industry.Key ResponsibilitiesEstablish, scale, and manage a fully functional call center...

  • Customer Support Team Leader

    2 days ago

    Gurgaon, Haryana, India Cityfurnish Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    As a Chat Support Team Leader, you will oversee and guide a team of chat support agents. You'll ensure high quality service through chat channels, meet performance and customer satisfaction metrics, manage escalations, mentor agents, and continuously improve processes. You'll act as the bridge between agents and senior management, ensuring operational...

  • Team Lead Customer Experience

    2 weeks ago

    Gurgaon, Haryana, India Faircent Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Job Responsibilities: Job Title: Team Lead – Customer Experience Location: Gurugram - Haryana Department: Customer Experience Reporting To: Director Role Overview We are looking for a dynamic and experienced Team Lead – Customer Experience to lead our customer support and grievance redressal function. The candidate should have a strong understanding of...

  • Customer Support Executive

    1 week ago

    Gurgaon, Haryana, India TRDFIN Support Services Pvt Ltd Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    Job Summary:We are seeking a dedicated and customer-focused Customer Support Executive (Voice) to join our team. The role involves handling inbound and outbound calls, addressing customer queries, providing accurate information, and ensuring a positive customer experience. The ideal candidate should have excellent communication skills, a problem-solving...

  • Customer Support Team Leader

    2 weeks ago

    Gurgaon, Haryana, India Quanteq Solutions Full time ₹ 3,50,000 - ₹ 5,50,000 per year

    Job descriptionAbout us:Quanteq Solutions is known as a renowned BPO possessing good experience in the industry by offering a quality-focused Inbound and Outbound solution, providing exceptional services and unparalleled customer satisfaction. As part of our dedication to delivering excellence, we are seeking a skilled Customer Disputes Specialist/TL to join...

  • Team Lead

    3 hours ago

    Gurgaon, Haryana, India M & V Market Development Services Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Role & responsibilitiesTeam Leadership & Development: o Lead a team of 3D Sensor Calibration Technicians and Measurement System Specialists, ensuring high-quality technical delivery. o Provide coaching and mentoring to team members, fostering professional growth and skill development. o Oversee day-to-day operations and coordinate with Swiss teams to ensure...