Customer Support Team Lead

We are looking out for a Customer Support Team Leader to play a vital role in driving customer satisfaction, guiding support operations, and aligning team performance with organizational goals. This position ensures efficient handling of customer inquiries, fosters team growth, and bridges communication across departments.

Youll monitor performance, resolve escalations, and drive improvements to exceed both customer expectations and business goals.

Key Responsibilities:

• Supervise a team of customer support agents, providing guidance, coaching, and support to ensure individual and team success.
• Set clear performance expectations and goals for the team, regularly monitoring performance metrics such as response times, resolution rates, and customer satisfaction scores.
• Develop and implement strategies to optimize team efficiency and productivity, including resource allocation, workflow management, and process improvements.
• Foster a positive and collaborative team culture focused on delivering exceptional customer service and support.
• Handle escalated customer inquiries and issues, demonstrating effective problem-solving skills and a commitment to resolving customer concerns in a timely and satisfactory manner.
• Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth.
• Collaborate with cross-functional teams, including training, quality assurance, and product development, to address customer needs and improve the overall customer experience.
• Stay informed about industry trends, best practices, and emerging technologies in customer support to continuously enhance team performance and capabilities.

Qualifications:

• Bachelor's degree in any field.
• Proven experience in a customer support or related role, with at least 2 years of experience in a supervisory or leadership position.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and team members.
• Proficiency in Microsoft Office Suite and customer support software platforms.
• Flexibility to work in a fast-paced and dynamic environment, with a strong commitment to delivering high-quality service to customers.

In case you wish to apply to this role, please email your resume to surabhi.kumar@cityfurnish.com and ankush.kumar@cityfurnish.com or call on 7303801950