Team Lead

2 days ago

Delhi, Delhi, India Lenskart Full time

Job Title: Customer Support Team Leader Email (International Process)

Location: Mohan Estate, New Delhi

Department: Customer Support – International Operations

Reports To: Customer Support Manager / Head – Customer Experience

Employment Type: Full-time

Shift: Rotational (as per international business requirements)

About Lenskart

Lenskart is India's leading omnichannel eyewear brand, committed to delivering world-class products and exceptional customer experiences across global markets. With innovation at its core, Lenskart continues to redefine eye care for millions of customers worldwide.

Job Summary

We are looking for an experienced Customer Support Team Leader – Email to manage and lead a team supporting international customers via email. The role involves ensuring service excellence, meeting SLAs, coaching team members, and driving continuous improvement in customer experience.

Key Responsibilities

Team Management & Leadership

  • Lead, coach, and mentor a team of email support executives handling international customers
  • Monitor team attendance, productivity, and adherence to schedules
  • Conduct regular performance reviews, feedback sessions, and one-on-one coaching

Operations & Service Delivery

  • Ensure timely and accurate email responses as per defined SLAs and quality standards
  • Handle escalations and complex customer issues with effective resolution
  • Maintain consistency in communication tone, accuracy, and brand voice

Quality & Process Improvement

  • Monitor email quality audits and implement corrective actions
  • Identify process gaps and recommend improvements to enhance efficiency and CSAT
  • Collaborate with QA, Training, and Operations teams for performance uplift

Reporting & Stakeholder Management

  • Prepare daily, weekly, and monthly performance reports (AHT, TAT, CSAT, Backlogs)
  • Share insights and action plans with management to improve outcomes
  • Coordinate with cross-functional teams (Logistics, Tech, Finance) for issue resolution

Key Skills & Competencies

  • Strong written communication skills in English (mandatory)
  • Experience in International Email Support / Non-Voice process
  • Team handling experience in a BPO / E-commerce / Retail environment
  • Customer-centric mindset with problem-solving ability
  • Working knowledge of CRM tools, ticketing systems, and MS Excel
  • Ability to work in rotational shifts

Education & Experience

  • Graduate / Post-graduate in any discipline
  • 2–4 years of experience in customer support, with minimum 1 year as Team Leader
  • Experience in international processes is mandatory

Why Join Lenskart?

  • Be part of a fast-growing global brand
  • High-impact leadership role in international operations
  • Collaborative culture with strong learning and growth opportunities

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