Team Lead

Hiring: Team Leader US Customer Service (Night Shift)

Location: Bangalore

Shift: Night Shift (US Hours)

Experience: 3+ Years (US Customer Service / Support)

Role Summary

We are hiring a Team Leader to manage US customer service operations, ensure SLA adherence, handle client communication, and drive team performance in a fast-paced environment.

Key Responsibilities

• Lead and manage a team of customer service associates
• Monitor SLAs including AHT, CSAT, Quality, Productivity, and Attendance
• Handle client communication and escalation management
• Ensure SOP, compliance, and quality adherence
• Conduct team coaching, reviews, and performance tracking
• Manage staffing, schedules, and real-time operations
• Maintain reports, dashboards, and shift documentation

Requirements

• 3+ years in a US customer service/support process
• Minimum 1 year as Team Leader or Supervisor
• Excellent spoken and written English (US-friendly)
• Strong knowledge of SLAs, KPIs, SOPs, and QA standards
• Experience with CRM, ticketing, and call center tools
• Willingness to work full-time night shifts

Preferred

• Client-facing US process experience
• Strong coaching and people management skills
• Data-driven and ownership-focused mindset

Compensation

Competitive salary with performance-based incentives

Apply: DM or apply directly -