Customer Support Team Lead

About IncrediPets

IncrediPets is a fast-growing pet-care ecosystem focused on delivering seamless experiences to pet parents across India. We combine technology, operations, and customer obsession to ensure trust, reliability, and care at every interaction.

Role Overview

Team Lead Customer Support & Operations

Key Responsibilities

Customer Support & Escalation Management

• Handle and resolve

  customer escalations

  across

  email, chat, and voice

  channels.
• Ensure timely and effective resolution of complex customer issues while maintaining service quality.
  
• Act as a point of escalation for critical or high-priority cases and ensure customer satisfaction.
  

Team Management & Leadership

• Manage, mentor, and motivate a team of customer support executives.
  
• Conduct regular team meetings, performance reviews, and feedback sessions.
  
• Assist in onboarding and training new team members on processes, tools, and service standards.
  

Operations & Process Excellence

• Monitor daily support operations to ensure SLAs, TATs, and quality benchmarks are met.
  
• Identify gaps in processes and suggest improvements to enhance efficiency and customer experience.
  
• Coordinate with internal teams (Operations, Product, Tech, Sales) to resolve systemic issues.
  

Reporting & Performance Tracking

• Track team KPIs, productivity, and customer satisfaction metrics.
  
• Prepare daily/weekly reports on escalations, resolution trends, and team performance.
  
• Ensure adherence to company policies and standard operating procedures.
  

Required Skills & Experience

• 2-6 years of overall experience

  in Customer Support / Customer Operations roles.
• Prior experience in

  handling customer escalations

  across

  email, chat, and voice

  .
• Proven experience in

  managing and leading a customer support team

  .
• Strong communication skills (verbal and written).
  
• Ability to multitask, prioritize, and work in a fast-paced environment.
  
• Customer-first mindset with strong problem-solving abilities.
  

Preferred Candidate Profile

• Experience in startups, e-commerce, or consumer-facing businesses is a plus.

• Experience working in a startup environment

  is a strong plus.
• Proven ability in

  pressure and stress management

  , especially during high-volume periods.
• Comfortable working in a

  six-day work week

  .
• Immediate joiner or available at short notice.
  
• Based in or willing to relocate to

  Gurgaon

  .

Why Join IncrediPets?

• Opportunity to lead and build scalable customer support operations.
  
• High ownership role with direct impact on customer experience.
  
• Fast-growing organization with a collaborative and entrepreneurial culture.
  
• Learn, grow, and advance in a dynamic startup environment.