Customer Service Team Lead

Team Lead

Key Responsibilities:

• Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
• Manage Email and Chat Process 24 x7
• Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
• Handle escalated customer queries and resolve complex issues efficiently.
• Work with QA and Training teams to ensure adherence to policies, tone, and brand guidelines.
• Maintain shift schedules, ensure proper coverage, and manage attendance.
• Analyze team performance reports and generate actionable insights for optimization.
• Ensuring Daily Agent productivity targets met
• Contribute to knowledge base development and continuous process improvement.
• Communicate with warehouse / Handels to coordinate for pending / escalation issues
• Identifying Training and Quality needs
• Driving R&R and employee engagement
• Conducting interviews to select the best candidates to fit the job profile
• Should be open to Work rotational shifts including night shifts.

Requirements:

• Bachelor’s degree or equivalent work experience.
• Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
• Strong experience in

  chat and email-based customer support

  (e-commerce, or service industries preferred).
• Excellent written communication, problem-solving, and people management skills.
• Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
• Ability to handle pressure, multitask, and lead teams in a fast-paced environment.
• Flexible with shifts and weekend support if needed.