Team Lead Customer Support

Timelessly inspired, endlessly enhanced- RENÉE Cosmetics is an Indian makeup brand that's redefining beauty with its range of high quality, cruelty-free and FDA-approved innovative range of products. RENÉE believes in empowering women to own and enjoy their bold, ambitious persona and let their glam do the talking.

The art of cosmetics is a true liberator and a beautiful form of expressing oneself in tones and shades. We seek inspiration from timeless beauty and transform it to meet the needs of the modern woman.

Team Lead – Customer Support is responsible for managing the day-to-day operations of the customer support team, ensuring timely and quality resolution of customer issues, and coaching team members for better performance and customer satisfaction.

Key Responsibilities (KRAs):

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Job Summary:

Team Lead – Customer Support

Key Responsibilities:

• Lead, mentor, and supervise a team of customer support representatives.
• Monitor and ensure timely and effective handling of customer queries via calls, emails, chats, or tickets.
• Handle complex customer issues and escalations with professionalism and empathy.
• Track and analyze key performance indicators (KPIs) such as first response time, resolution time, CSAT, and ticket volumes.
• Conduct regular performance evaluations and coaching sessions for team members.
• Develop and implement support processes to enhance customer experience and operational efficiency.
• Maintain shift rosters, attendance, and ensure adequate coverage during all business hours.
• Collaborate with cross-functional teams (Product, Sales, Tech, etc.) to resolve customer issues.
• Prepare and share daily/weekly/monthly performance and feedback reports with management.
• Drive training and onboarding programs for new hires in the support team.

Requirements:

• Bachelor's degree or equivalent experience.
• 2–5 years of experience in customer support, with at least 1 year in a leadership role.
• Excellent communication and interpersonal skills.
• Strong problem-solving, conflict resolution, and decision-making abilities.
• Familiarity with customer support tools and ORM such as Zendesk, Freshdesk, Zoho Desk, or similar platforms.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in MS Excel/Google Sheets and reporting tools.

Preferred:

• Experience in [Industry – e.g., SaaS, E-commerce, Cosmetic ,Fintech, EdTech, BPO, etc.].
• Multilingual abilities (

  English Fluency is must

  ).
• Working knowledge of CRM and ticketing platforms.

How to Apply: