Team Leader

2 weeks ago

Delhi, Delhi, India Next Mantra Solution Private Limited Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Job Title: Team Lead – Customer Support (B2C Chat Support)

Location: Gurugram sec-39

Working Days: 6 days/week

Budget: ₹7–10 LPA

Experience Required: 4–7 years


About the Role:

We are looking for an experienced Team Lead – B2C Chat Support professional who can manage customer experience across digital channels, lead a high-performing support team, and collaborate cross-functionally to improve processes through data insights and automation.


Key Responsibilities:

Lead and mentor a team of chat support executives handling B2C customer queries.

Monitor daily operations to ensure SLA, quality, and CSAT targets are met.

Collaborate with cross-functional teams (Product, Marketing, Operations, Tech) to resolve issues and improve customer journey.

Analyze performance metrics and identify process gaps using data-driven insights.

Drive automation and workflow improvements to enhance efficiency.

Conduct regular coaching, feedback sessions, and team reviews.

Handle escalations and ensure timely resolution.

Prepare reports and present insights to management.


Required Skills & Experience:

Proven experience in B2C chat support (customer-facing environment).

Minimum 5-10years of Team Lead experience in a customer support setup.

Strong understanding of customer service metrics and dashboards.

Hands-on experience with CRM tools(Salesforce Zendesk, Freshdesk), chat platforms, and ticketing systems.

Good analytical and reporting skills (Excel / Google Sheets / BI tools).

Exposure to process automation or data analysis projects preferred.

Excellent communication and interpersonal skills.

Ability to work in a fast-paced and cross-functional environment.

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