Team Lead - Customer Service

Job Description: Key parts of the process would include - Key Responsibilities ● Lead, mentor, and motivate a team to deliver excellent support. ● Manage daily customer support operations across email, chat, phone, WhatsApp, and social media. ● Ensure response and resolution SLAs are consistently met while maintaining high CSAT. ● Handle customer escalations with empathy and provide timely resolutions. ● Monitor the quality of interactions and coach team members for continuous improvement. ● Identify recurring issues and work with cross-functional teams to resolve root causes. ● Create and update FAQs, help center articles, and support templates. ● Track, analyze, and report on key CX metrics such as CSAT, NPS, and escalation trends. ● Collaborate with marketing, operations, and product teams during campaigns, launches, and peak seasons. ● Act as the voice of the customer, sharing insights to improve processes and overall customer journey. Who are we looking for? An ideal candidate would be someone with the following: ● 3–5 years of customer support experience, with at least 1–2 years in a leadership role. ● Prior experience in e-commerce or D2C is a strong plus. ● Excellent written and verbal communication skills (English, Hindi; additional languages a plus). ● Strong problem-solving ability with a customer-first mindset. ● Proficiency in CX tools (Freshdesk, Exotel, ORM tools, etc). ● Data-driven, organized, and comfortable handling fast-paced operations. ● Empathetic leader who can balance team needs with customer satisfaction goals. Job Details: • Work Timings: Monday to Friday with 4th Saturdays working • CTC: Competitive, as per industry standards • Location: Chembur, Mumbai

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person