Customer Service Team Lead

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Job Overview

Customer Service Team Lead

Key Responsibilities

• Supervise and guide a team of Customer Service Associates
• Monitor daily team performance against defined service metrics
• Handle customer escalations related to accounts, payments, and service concerns
• Conduct regular team meetings, one-on-one discussions, and performance reviews
• Ensure adherence to response time, resolution time, and quality benchmarks
• Manage team attendance, shift scheduling, and workload distribution
• Review customer interactions for accuracy, empathy, and policy compliance
• Prepare basic performance reports and recommend improvement actions
• Coordinate with internal teams to resolve issues and improve processes
• Ensure compliance with company policies, SOPs, and data privacy guidelines

Required Qualifications

• 4–7 years of experience in customer service
• Minimum 2 years of experience in a team lead or supervisory role
• Strong verbal and written communication skills
• Fluency in Gujarati (mandatory)
• Experience handling customer escalations and conflict situations
• Working knowledge of Excel or Google Sheets

Preferred Qualifications

• Experience in consumer-facing or internet-based companies
• Familiarity with CRM or ticketing tools such as Freshdesk, Zendesk, or similar platforms

Key Performance Indicators (KPIs)

• Customer satisfaction scores
• Response and resolution timelines
• Escalation resolution effectiveness
• Quality audit scores
• Team productivity and attendance

Work Details

• On-site role based in Ahmedabad
• 5 working days per week
• Saturday and Sunday are working days
• Weekly offs will be rotational