Customer Support - Team Lead

Job Title

Team Lead – Customer Support (Voylla)

Profile Overview

As the Customer Support Team Lead at Voylla, you’ll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. You’ll 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 metrics—such as CSAT, response time, resolution rate—and 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 workflows—such as ticket routing, self-service content, or returns policy—to 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 English—must be empathetic, clear, and persuasive with customers.

• Analytical & Data-driven Comfortable extracting insights from data—CSAT, 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 Bachelor’s degree – ideally in Business, Communication, or related field.

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

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Fixed shift

Application Question(s):

• Current CTC
• Expected CTC
• Voylla is located at Sitapura, Jaipur. Are you comfortable working from this location.
• Overall Experience as Customer Support-Team Lead
• Notice Period (If Applicable)

Work Location: In person

Application Deadline: 02/08/2025