Team Lead - Customer Support

As a Customer Support Lead, you will be responsible for managing a team that makes calls and provides support to customers. Your success in this role will depend on your persuasiveness and ability to thrive in a high-pressure environment. A top-performing leader is expected to be a product expert and exhibit exceptional communication, problem-solving, and negotiation skills. Key Responsibilities: - Lead day-to-day customer support operations, ensuring timely and effective responses. - Coach, mentor, and lead support representatives, fostering a high-performing, empathetic, and customer-first team culture. - Track and analyze support metrics, implementing improvements as needed. - Maintain and enhance the knowledge base to facilitate customer self-service and internal efficiency. - Identify trends in support tickets and collaborate with other teams to address recurring issues. - Provide feedback on bugs, feature requests, and customer insights to internal teams. - Support onboarding and retention processes to ensure users receive necessary guidance during key milestones. - Assist in scaling support systems and processes as the company grows. Qualifications: - Minimum of 2 years of experience in customer support or technical support, with at least 1 year 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 effectively. - Proven ability to troubleshoot technical issues and guide others through solutions. - Approach problem-solving and customer interactions with a calm, empathetic, and proactive mindset. - Passion for enhancing customer experience and contributing to product and process improvements. Please note that this is a full-time position, and the work location is in person at Saket, New Delhi.,