CS - Team Leader/Assistant Manager

About Us

Key Responsibilities

• Team Leadership & Performance Management
• Lead, coach, and motivate a team of Customer Support Executives.
• Drive daily/weekly KPIs including response time, resolution rate, CSAT, and productivity.
• Conduct regular 1:1s, performance reviews, and coaching sessions.
• Manage team schedules, attendance, and ensure adequate coverage during peak
  

• Operational Excellence
• Monitor conversations to ensure quality, accuracy, and adherence to guidelines.
• Manage escalations promptly and coordinate with internal teams for issue resolution.
• Identify gaps in processes and recommend improvements.
• Maintain dashboards, daily reports, and workflow trackers.
• Quality Assurance
• Ensure the team follows tone, etiquette, and SOPs for all communication.
• Work closely with QA to improve communication quality and reduce repeated issues.
• Conduct refresher trainings and updates whenever SOPs change.
• Customer Experience
• Ensure excellent customer experience through proactive issue handling.
• Analyze customer feedback and identify themes for improvement.
• Drive initiatives to improve NPS/CSAT and reduce repeat queries.
• Stakeholder Communication
• Collaborate with Product, Operations, Marketing, and Tech teams on customer-related
  

• Send daily/weekly updates to management on overall performance and key insights.
  

Required Skills & Qualifications

• 5+ years of overall experience in Customer Support, with 2+ years in a Team
  

• Strong experience in multi-channel support, WhatsApp preferred.
• Excellent communication and problem-solving skills.
• Ability to handle difficult customers and escalations professionally.
• Strong analytical skills and comfort with dashboards/Excel/CRM tools.
• Experience managing hybrid or remote teams (preferred).
• Ability to thrive in a fast-paced, high-growth environment.
  

What We're Looking For

• A people-first leader who can motivate and guide teams.
• Someone who is disciplined, organized, and takes ownership.
• A leader who can balance empathy with performance.
• Comfortable working in a hybrid setup — 2–3 days from office.
  

Work Mode & Schedule

• Hybrid role: 2–3 days/week from Gurugram office.
• 6 Days a week, rotational week off