Team Lead

17 hours ago

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

Job Title:
Team Lead - Customer Success

Employment Type:
Full-time (rotational shifts)

Experience Required:
4-5 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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