Customer Service Team Leader

ob Summary

We are looking for an experienced and motivated Customer Support Team Leader to manage, guide, and support our customer service team. The ideal candidate will ensure high-quality customer service, meet performance targets, and act as a bridge between management and the support team.

Key Responsibilities

• Lead, mentor, and motivate a team of customer support executives
• Monitor daily team performance and ensure SLAs are met
• Handle escalated customer complaints and complex issues
• Train new team members and provide ongoing coaching
• Prepare daily, weekly, and monthly performance reports
• Ensure customer satisfaction and service quality standards
• Coordinate with other departments to resolve customer issues
• Maintain team discipline, attendance, and productivity
• Implement process improvements to enhance customer experience

Required Skills & Qualifications

• Graduate in any discipline (preferred)
• 2–5 years of experience in customer support, with at least 1 year in a team leader role
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to handle pressure and manage multiple tasks
• Knowledge of CRM tools and customer service metrics
• Leadership and team management skills

Preferred Skills

• Experience in BPO / Call Center / Service Industry
• Knowledge of escalation management and quality audits
• Customer-centric mindset

Working Conditions

• Full-time position
• Rotational shifts (if applicable)
• Work from office / Hybrid (as per company policy)

Salary & Benefits

• Competitive salary as per industry standards
• Performance-based incentives
• Career growth opportunities

If you want, I can also:

• Make it short & crisp
• Convert it into Hindi
• Customize it for BPO / E-commerce / EdTech / Healthcare

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Paid sick time
• Paid time off
• Work from home

Work Location: In person