Team Lead - Customer Service

Role Overview

Customer Support Team Lead

Key Responsibilities

1. Team Leadership & Supervision

• Lead, coach, and mentor a team of customer support agents.
• Set clear KPIs and motivate the team to achieve or exceed targets.

2. Performance Monitoring

• Track and analyze key support metrics such as CSAT, response time, and resolution rates.
• Prepare actionable reports to drive continuous improvement.

3. Escalation Management

• Take ownership of complex or high-priority customer issues.
• Ensure resolutions are prompt, empathetic, and aligned with brand standards.

4. Returns & Exchange Oversight

• Manage the complete returns and exchange process.
• Coordinate with logistics and warehouse teams to ensure smooth operations.

5. Training & Development

• Conduct regular training on product knowledge, CRM tools, and communication skills.
• Provide constructive feedback to elevate team performance.

6. Process Improvement

• Identify gaps in workflows and suggest process enhancements.
• Implement initiatives to improve efficiency and customer satisfaction.

7. Cross-Functional Collaboration

• Partner with Product, Quality, and Warehouse teams to resolve recurring issues and enhance service delivery.

8. Reporting & Documentation

• Generate performance and escalation reports.
• Maintain updated SOPs and knowledge base documentation.

Skills & Qualifications

• Leadership:

  Proven experience leading and motivating a support team.

• Customer Service Expertise:

  Deep understanding of support operations and quality standards.

• Communication:

  Excellent verbal and written English; empathetic and professional tone.

• Analytical Mindset:

  Ability to interpret data (CSAT, ticket trends) for decision-making.

• Conflict Resolution:

  Skilled at managing escalations calmly and effectively.

• Technical Tools:

  Proficient with CRM platforms and MS Office Suite.

• Organization:

  Strong prioritization, scheduling, and multitasking skills.

• Training Capability:

  Experience conducting team training and coaching sessions.