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Team Lead Kolkata Customer Support
2 weeks ago
Job Title: Team Lead Customer Support
Location: SCO-300, 2nd Floor, Sector 29, Gurugram, Haryana
Working Hours: Monday to Saturday (9 AM 6 PM)
Languages Required: Hindi & English
About the Role
We are looking for an experienced Team Lead – Customer Support to manage and guide our support specialists. The ideal candidate will be responsible for driving team performance, ensuring smooth operations, and creating a positive work environment. This role requires strong leadership, problem-solving skills, and the ability to manage escalations effectively.
Key Responsibilities
- Set clear objectives and goals for the Support team
- Track progress, business outcomes, and share results with senior leadership
- Escalate complex issues to internal or external teams for resolution
- Gather feedback and recommend process or policy improvements
- Conduct 1-on-1 coaching sessions and provide feedback to team members
- Manage workload, prioritize initiatives, and ensure quality service delivery
- Implement corrective actions when needed and maintain discipline within the team
- Establish procedures that align with company standards and goals
Required Skills
- Agent management
- Google Sheets proficiency
- Escalation management
- Strong communication skills (verbal and written)
Qualifications & Experience
- 1–3 years of Team Lead or management experience
- Strong problem-solving and decision-making skills
- Ability to think strategically and execute tactically
- Excellent collaboration and interpersonal skills
- Ability to manage stakeholders across different levels
Salary
- 23,000 Fixed + 6,000 Variable Pay
