Team Lead - Customer Support

Job Title: Customer Support Lead

Experience: 2 years (Insurance or BFSI preferred)

Qualification: Graduate in any field.

Location: Saket, New Delhi

About the Role – As a Team Leader, you will be responsible for managing the team who is

making calls and provide support to customer. To be a successful Team

Leader, you should be persuasive and able to work in a high pressure environment.

Ultimately, a top performing leader is the one who is a product expert and demonstrates

exceptional communication, problem solving and negotiation skills.

Key Responsibilities:

Lead day-to-day customer support , ensuring timely and effective responses.

Coach, mentor and lead support reps, fostering a high-performing, empathetic, and customer-first team culture.

• Track and analyze support metrics and implement improvement.
• Maintain and improve the knowledge base, enabling customer self-service and internal efficiency.
• Identify trends in support tickets, and work cross-functionally to address recurring pain points or usability issues.
• Own feedback loops, relaying bugs, feature requests, and customer insights to internal teams
• Support onboarding and retention, ensuring users have the guidance they need during key milestones
• Help scale support systems and processes as the company grows.

Requirments:

2 years in customer support or technical support, with at least 1–2 years in a lead or senior role (preferably in insurance or BFSI).

• Strong leadership and communication skills with the ability to motivate, coach, and manage priorities.
• Proven ability to troubleshoot technical issues and guide others through solutions.
• A calm, empathetic, and proactive approach to problem-solving and customer interactions.
• A passion for improving customer experience and contributing to product and process enhancements.

Job Type: Full-time

Pay: Up to ₹35,000.00 per month

Experience:

• Customer support: 2 years (Required)

Work Location: In person