
Team Lead
5 days ago
Job Title: Customer Support Team Lead
Location: Bangalore
Department: Customer Support
Reports To: Customer Support Manager / Head of Customer Experience
Job Type: Full-time
Job Summary:
We are seeking a proactive and customer-focused Customer Support Team Lead to oversee daily operations of our support team, drive performance, and ensure a seamless experience for our customers. You will lead by example, mentor team members, resolve escalated issues, and continuously improve support processes.
Key Responsibilities:
Team Leadership:
Lead, motivate, and mentor a team of customer support representatives.
- Monitor team performance and provide coaching and feedback.
- Schedule shifts and manage workforce planning to meet service level targets.
Conduct regular 1:1s, performance reviews, and training sessions.
Customer Support Operations:
Ensure timely and accurate responses to customer inquiries via Call
- Handle escalated customer issues and resolve them with empathy and efficiency.
- Track and report on key performance metrics CSAT, First Response Time, Resolution Time.
Maintain a high level of product knowledge and act as a go-to expert for the team.
Process Improvement:
Identify areas for process optimization and work with leadership to implement improvements.
- Collaborate with other departments to resolve cross-functional issues.
- Contribute to knowledge base updates and internal documentation.
Qualifications:
- Proven experience 2+ in customer support or service, with at least 1 year in a team lead or supervisory role.
- Strong leadership, coaching, and interpersonal skills.
- Excellent written and verbal communication.
- Proficient with customer support tools and ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Analytical mindset with experience in interpreting support metrics and KPIs.
- Empathy-driven mindset with a strong commitment to customer satisfaction.
Contact Point :
Aditya
Mallik
Deepanshu
Navya
Jaffer
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