Customer Support Team Lead

3 days ago

Bengaluru, Karnataka, India Pine Labs Full time

Job Title: Customer Support Team Lead

Location:
Bangalore

Department:
Customer Experience / Support

Reports To:
Helpdesk Manager

Employment Type:
Full-Time

Job Summary:

We are seeking a proactive and experienced
Customer Support Team Lead
to manage and mentor a team of support agents, ensuring exceptional service delivery across all customer touchpoints. The ideal candidate will have strong leadership skills, a customer-first mindset, and the ability to drive performance and continuous improvement.

Key Responsibilities:

  • Lead and mentor a team of customer support agents handling queries related to digital payments, financial products, and account services.
  • Monitor daily operations, including ticket queues, response times, and resolution quality.
  • Handle escalations involving sensitive financial issues with discretion and professionalism.
  • Conduct regular team meetings, performance reviews, and training sessions.
  • Analyze support metrics and generate reports to identify trends and areas for improvement.
  • Collaborate with cross-functional teams (Program Managers, Sales, Engineering) to resolve customer pain points and improve processes.
  • Maintain and update knowledge base and support documentation.
  • Ensure compliance with company policies, procedures, and service standards.

Qualifications:

  • Bachelor's degree or equivalent experience.
  • 3+ years of experience in customer support, with at least 1 year in a leadership role.
  • Strong communication, interpersonal, and conflict-resolution skills.
  • Experience with CRM and support tools (e.g., Service Desk, Jira, Servicenow, Salesforce).
  • Ability to analyze data and make informed decisions.
  • Empathy, patience, and a passion for customer satisfaction.

Preferred Skills:

  • Experience in a fast-paced, tech-driven environment.
  • Familiarity with support across multiple channels (email, chat, phone).
  • Knowledge of customer experience best practices and KPIs.
  • Proficient in MS Office

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