Customer Support - Team Lead

Profile Overview
As the Customer Support Team Lead at Voylla, youll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. Youll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers.

Key Responsibilities
Team Leadership & Supervision Lead, coach & mentor a team of customer support agents. Set clear KPIs and motivate the team to consistently exceed performance targets. Performance Monitoring Track and analyze metricssuch as CSAT, response time, resolution rateand deliver actionable insights. Escalated Issue Resolution Take ownership of complex customer complaints, ensuring prompt, empathetic, and professional outcomes. Return & Exchange Management Oversee the end-to-end returns/exchange process), coordinate with logistics/warehouse, and ensure seamless customer satisfaction. Training & Development Develop & deliver training sessions to elevate team capabilities in product knowledge, communication, and CRM usage. Process Improvement Identify and optimize workflowssuch as ticket routing, self-service content, or returns policyto elevate efficiency and customer experience. Cross-functional Collaboration Work closely with Product, Quality, and Warehouse teams to ensure quick issue resolution and rollout of service improvements. Reporting & Documentation Generate regular reports on performance, escalations, returns, and resolutions. Maintain up-to-date knowledge-base articles and SOPs.

Skills & Qualifications
Leadership & Management Proven ability to lead, coach, and inspire a customer support team. Customer Service Strong grasp of support operations, escalations, and quality standards. Communication Excellent verbal & written Englishmust be empathetic, clear, and persuasive with customers. Analytical & Data-driven Comfortable extracting insights from dataCSAT, ticket volume, resolution trends. Conflict Resolution Calm under pressure, adept at resolving escalations tactfully. Tools Proficiency Familiarity with CRM systems and Microsoft Office Suite. Organizational Skills Strong scheduling, prioritization, and multitasking abilities in a fast-paced retail environment. Training & Coaching Experience designing and delivering training and providing regular performance feedback.

Educational Background
Bachelors degree ideally in Business, Communication, or related field.

Experience
2-3 years in customer support, including at least 1 year in a leadership role.

What a Typical Day Looks Like
Morning huddle to review KPIs (ticket count, backlog, CSAT) and assign priorities. Monitor escalations, intervene when needed. Conduct one-on-ones or coaching sessions with team members. Analyze daily performanceidentify trends or training needs. Lead cross-department syncs on escalations or process issues. Oversee returns/exchange queue, resolve pending issues. Update knowledgebase; refine SOPs. Review and finalize scheduling and shifts.

Soft Skills

Communication Clear, concise verbal and written interactions; active listening and empathy

Empathy & Emotional Intelligence Understanding customer emotions and staying calm under pressure

Adaptability & Multitasking Handling changing priorities and multiple tasks at once

Problem-Solving & Conflict Resolution Diagnosing issues and mediating escalations calmly

Hard Skills (with Excel focus)

CRM & Helpdesk Tools

Basic Excel Proficiency, including:

Using SUM, AVERAGE, COUNT, MIN, MAX for data calculations

Sorting/filtering to organize and segment data

IF statements and VLOOKUP/XLOOKUP, to conditionally manage and lookup data

PivotTables & Charts Summarise large datasets and visualize trends

Conditional Formatting Instantly highlight important metrics

Dashboard Basics Create simple performance dashboards using tables, charts, and formatting