Customer Support Specialist

Job Title: Team Lead - Customer Success

Employment Type: Full-time (24*7 rotational shifts)

Experience Required: 6-7 years

Working Mode: In-Office

Location: Sector 53, Gurgaon

Industry: 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.

Required Qualifications & Skills:

• Bachelor’s degree in Business Administration, Management, or a related field.
• 6–7 years of experience in customer support, with 

  at least 3–4 years in an international voice/chat process

   and 

  2+ years in a team lead/supervisory role

  .
• Strong leadership and people management skills.
• Excellent verbal and written communication skills in English.
• Proficiency in CRM systems, ticketing tools, and reporting dashboards.
• Ability to analyze data and derive actionable insights for performance improvement.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Customer-first attitude with a focus on delivering superior experiences.
• Comfortable working in 

  24×7 rotational shifts

   with rotational week-offs.

Preferred Qualifications:

• Experience managing customer success operations in a BPO or SaaS environment.
• Knowledge of service quality frameworks and customer retention strategies.
• Exposure to handling clients and customers from international markets (US/UK/Australia preferred).

Who Can Apply:

• Professionals with excellent English communication and customer-handling skills.
• Individuals comfortable with night shifts and working in an international customer environment.
• Leaders passionate about team development and driving customer satisfaction.