Team Lead - Customer Service

Position: Customer Service Team Leader

Experience Required: 2-3 years in team lead role

Key Responsibilities:

• Supervise a team of customer service executives handling calls, chats, and emails, with a primary focus on inbound call quality and responsiveness.
• Monitor daily team performance, track KPIs (TAT, CSAT, first response, resolution time), and ensure adherence to SLAs.
• Provide coaching, feedback, and support to team members to improve communication quality, product knowledge, and complaint resolution.
• Act as the point of escalation for complex or unresolved customer issues.
• Conduct regular call audits, performance reviews, and prepare weekly performance reports for the management.
• Coordinate with internal departments (grievance/legal/claims) to ensure customer issues are addressed efficiently.
• Assist in onboarding and training of new team members.
• Drive team motivation and maintain a culture of empathy, accuracy, and customer-first mindset.

Required Skills and Qualifications:

• Proven experience in a customer service role with at least 2-3 year as Team Leader.
• Strong communication skills in English and Hindi—both verbal and written.
• Ability to lead by example, resolve conflicts, and handle pressure.
• Sound knowledge of customer service software and CRM tools.
• Strong analytical skills to evaluate performance metrics and process gaps.
• Organized, detail-oriented, and proactive in handling team and customer challenges.

Job Types: Full-time, Permanent

Pay: ₹400,000.00 - ₹600,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person