Team Leader - Customer Support

Role Overview:

We are looking for a Customer Support Team Leader to lead a high-performance support team focused on delivering exceptional service to our customers. This role is best suited for someone who has experience managing large operations teams and thrives in a dynamic environment requiring cross-functional coordination.

Key Responsibly Included:

·       Lead and manage a team of 10+ customer support agents to ensure high-quality, timely, and efficient resolution of customer queries.

·       Drive operational excellence by monitoring team performance against KPIs (CSAT, TAT, First Call Resolution, etc.).

·       Handle escalations and ensure root cause analysis for recurring issues.

·       Coordinate effectively with internal teams including Sales, Operations, Tech, and Logistics to resolve complex issues and improve service delivery.

·       Implement process improvements and contribute to building SOPs for scaling support operations.

·       Conduct regular team reviews, coaching sessions, and performance appraisals.

·       Ensure proper staffing, shift scheduling, and attendance management.

Requirements:

·       Minimum 1 year of experience as a Team Leader in a customer support or operations-heavy environment.

·       Strong background in managing large-scale support operations or customer-facing teams.

·       Proven ability to work in a fast-paced setup involving cross-functional collaboration.

·       Excellent communication, problem-solving, and decision-making skills.

·       Ability to analyze data and derive actionable insights for improving service metrics.

·       Comfortable working with CRM platforms, dashboards, and support tools.