Team Lead - Customer Support

As the Customer Support Team Lead, you will develop and mentor a high-performing team to support global customers and brand partners.

• This role involves close collaboration with US-based management, cross-functional teamwork, and scaling new initiatives across support operations.
• Plan and execute daily administrative and operational tasks.
• Collaborate with team members on various projects.
• Communicate with customers via Zendesk, resolving issues promptly.
• Create monthly activity reports.

• Team Leadership & Development:

  Lead and mentor a team of Customer Support Professionals, conduct regular performance check-ins, and support career growth through training.

• Operational Oversight:

  Ensure smooth daily operations, manage team scheduling, and monitor performance metrics like SLAs and KPIs.

• Strategic Collaboration:

  Work with US-based managers and cross-functional teams to align goals, improve processes, and represent the India support team in meetings.

• Initiatives & Innovation:

  Drive adoption of new tools, lead rollouts of initiatives, and use data to guide decisions and track improvements.

Qualifications

• Proficiency in spoken and written English.
• Ability to empathize and communicate clearly with customers.
• Experience with Amazon, Shopify, and ticketing systems like Zendesk preferred.
• Familiarity with AI tools related to customer experience is desirable.
• Proficiency in Google Sheets/Excel.
• Strong time management, attention to detail, and organizational skills. 3+ years of experience in customer support or e-commerce, with at least 1 year in a leadership role.
• Strong written and verbal communication skills, especially for cross-regional collaboration.
• Experience with Zendesk or similar ticketing platforms.
• Familiarity with e-commerce platforms like Amazon Seller Central or Shopify is preferred.
• Ability to work in fast-paced, data-driven environments.
• High attention to detail, strong organizational skills, and a proactive mindset.
• Leadership skills that balance accountability with empathy and team growth.