Customer Service Team Leader (Amazon & Flipkart)

Job Summary

We are seeking an experienced Team Leader to manage daily operations for our e-commerce support team (Amazon VC/SC & Flipkart). You will drive performance, mentor 5–20 agents, and ensure high-quality service across all communication channels.

Key Responsibilities

• Team Leadership: Supervise, mentor, and review performance for a team of 5–20 agents to ensure targets and SLAs are met.
• E-commerce Operations: Oversee Amazon (VC/SC) and Flipkart support, managing tickets, escalations, defects, and buyer-seller messaging.
• Quality & Process: Monitor quality across Email, Voice, Chat, and WhatsApp. Identify gaps and implement SOP improvements.
• Reporting: Analyze KPIs and generate weekly/monthly reports to drive actionable insights. Collaborate with Product/Ops teams to resolve recurring issues.

Requirements

• Experience: 3+ years in Customer Support, with min. 1 year as a Team Leader.
• Domain Expertise: Strong knowledge of Amazon (Seller/Vendor Central) and Flipkart operations.
• Technical Skills: Proficient in CS tools (Zendesk, Freshdesk, etc.) and Excel (reporting/analytics).
• Communication: Excellent verbal and written English.
• Soft Skills: Strong problem-solving abilities, adaptability to fast-paced environments, and cross-team collaboration skills.

What We Offer

• Opportunity to work in an international company with exposure to cross-border operations.
• Supportive environment with potential for professional growth.

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Ability to commute/relocate:

• Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What is your current annual CTC?
• What is your expected CTC?
• What is your notice period?
• May I know if you have worked in e-commerce or any good-trading related companies before?

Work Location: In person