Customer Service Specialist in Gurgaon

Job Title: Team Lead - Customer SuccessEmployment Type: Full-time (24*7 rotational shifts)Experience Required: At least 1 yearWorking Mode: In-OfficeLocation: Sector 53, GurgaonIndustry: Customer Service (International)Salary: Best in Industry

About The Role

We are looking for a dynamic and experienced Team Lead – Customer Success to manage our international voice and chat support operations. The ideal candidate will lead a team of customer success executives to deliver exceptional service to global customers, ensure SLA adherence, and continuously improve service quality and team performance.

Key Responsibilities

• Lead and supervise a team of customer success executives handling international calls and chat support.
• Ensure prompt, professional, and effective resolution of customer queries and complaints.
• Handle escalations efficiently, maintaining a high level of customer satisfaction.
• Manage daily operations and ensure adherence to client SLAs, KPIs, and quality standards.
• Provide support to end customers through emails, calls, and online chats by handling customer requests and queries
• Conduct regular team meetings, performance reviews, and one-on-one sessions to drive performance and engagement.
• Coach, train, and mentor team members to enhance communication, product knowledge, and problem-solving skills.
• Monitor and analyze team performance metrics, preparing regular reports for management review.
• Identify process improvement areas and collaborate with internal departments to implement effective solutions.
• Maintain compliance with company policies, procedures, and service guidelines.
• Foster a positive team culture focused on accountability, learning, and customer-centricity.
  

About Company: Set up in 2016, Moretasks had 10 employees, and now we are a family of above 200. Inspired by the Dutch work culture, we believe in a flat organizational structure with no cabins, no cubicles, and no hierarchical discrimination. We work, play, and party together. While a lot of Indian companies boast of having an open-door policy, most fail to practice it in essence. With a consistent focus on quality, we offer more tasks at less cost. We carry out manual and operational tasks that are critical to our client's business needs, when they need it and the way they need it.