Customer Support Team Lead

About Us

Established in 2013, we are among India's largest dealers in colored precious and semi-precious gemstones like Ruby, Blue Sapphire, Emerald. We boast a vast inventory of 1 Lakh+ products with more than 900,000 HD photographs and videos taken using our unique industry-leading color accurate photography mechanism. With National ranking of No.1 in Gemstone & No.12 in Jewelry, we have helped our 50,000 clients in over 95+ countries improve their lifestyle with the help of gem laboratory -approved healing gemstones.

Each of these efforts have been recognized by India's leading gemstone stalwarts such as GJEPC, IFA, GemPundit has been honored with prestigious titles in the field of Innovation, Highest Export, Best eCommerce and Brand Icon fetching us glowing coverage in leading publications like The Economic Times, and the Times of India, as well as magazines like Forbes and Cosmopolitan

Role Overview

We are hiring a Team Lead Customer Support to manage frontline support teams handling post-sales customer interactions across voice, email, WhatsApp, and chat.

This is an execution + people leadership role for someone who has led B2C/D2C customer support teams, understands service metrics deeply, and can drive resolution quality, SLA adherence, and customer satisfaction in a high-volume environment.

Key Responsibilities

Service Delivery & Team Performance

• Own daily, weekly, and monthly service KPIs for the assigned team
• Drive improvements in FCR, TAT, CSAT, and quality scores
• Ensure team meets productivity, utilization, and SLA benchmarks
• Identify and plug resolution leakage, backlog build-up, and productivity gaps

Contact Center & Support Operations

• Manage a team of Customer Support Executives (ICs)
• Monitor tickets, calls, chats, emails, and follow-ups
• Ensure strict adherence to support SOPs, escalation protocols, and quality standards
• Track and reduce repeat contacts, reopen rates, and escalations
• Own execution discipline on rosters, schedules, shrinkage, and queue health

Ticketing, Tools & Process Discipline

• Ensure 100% usage of ticketing/CRM tools (Freshdesk / Zendesk / Salesforce Service Cloud or similar)
• Maintain clean ticket statuses, accurate categorization, and timely closures
• Track KPIs such as FRT, AHT, FCR, backlog, CSAT, and agent productivity
• Drive RCA for SLA misses, quality failures, and customer escalations

Coaching, Quality & Team Health

• Conduct regular ticket audits, call audits, and quality reviews
• Coach team on communication, empathy, problem-solving, and de-escalation
• Own new joiner ramp-up, PIPs, performance correction, and skill uplift
• Proactively manage attrition, morale, attendance, and team stability

Cross-Functional Coordination

• Coordinate with Sales, Ops, and Logistics for faster issue resolution
• Work closely with Customer Experience / Support Manager on escalations and improvements
• Partner with QA and Training teams to improve service quality and consistency
• Share structured insights on recurring issues, process gaps, and customer pain points

What Were Looking For

• 5+ years of experience in Customer Support / Contact Center (B2C or D2C)
• 3+ years of people management experience leading frontline support teams
• Strong understanding of support metrics and SLA-driven environments
• Hands-on experience with CRM/ticketing tools (Freshdesk / Zendesk / Salesforce)
• KPI-driven mindset (CSAT, SLA, FCR, AHT)
• Strong escalation handling and team management skills
• Experience with email, chat, WhatsApp, and voice support
• Excellent communication and customer-first attitude

Nice to Have

• Experience in luxury retail, gems/jewelry, or premium international D2C brands
• Exposure to global customers (GCC, US, SEA markets)
• Experience managing teams across time zones or international markets