Customer Support Team Lead (B2C)

We’re Hiring: Customer Support Team Lead (B2C)

Are you passionate about delivering outstanding customer experiences and leading high-performing teams?

Customer Support Team Lead (B2C)

In this role, you’ll combine leadership, operational excellence, and a customer-first mindset to drive satisfaction and loyalty among our users.

Key Responsibilities

• Lead and motivate a team of

  customer support representatives

  handling B2C interactions across chat, email, and phone.
• Ensure timely resolution of customer issues while maintaining

  high CSAT and NPS scores

  .
• Manage

  daily operations

  , monitor SLAs, and track performance metrics.
• Handle

  customer escalations

  with professionalism and empathy.
• Collaborate with product, marketing, and operations teams to provide customer insights and improve user experience.
• Implement and refine

  support processes and playbooks

  to enhance efficiency and service quality.
• Conduct regular

  coaching, training, and performance reviews

  to upskill team members.
• Use data and analytics to identify pain points, improve turnaround time, and reduce repeat queries.

What You’ll Bring

• 4–8 years

  of experience in

  customer support (B2C)

  , with at least

  1–2 years in a team lead role

  .
• Strong people-management and communication skills.
• Hands-on experience with

  support tools

  like

  Zendesk, Freshdesk, Intercom

  , or similar platforms.
• Proven track record in handling

  high-volume consumer queries

  and meeting service KPIs.
• Analytical mindset with experience in

  reporting, dashboards, and process optimization

  .
• Passion for building strong customer relationships and driving brand trust.

Nice to Have

• Experience in

  consumer tech, e-commerce, or fintech industries

  .
• Familiarity with

  automation tools, chatbots, and CRM systems

  .
• Knowledge of

  customer satisfaction metrics (CSAT, NPS, FCR)

  .