Team Leader - Customer Support

We are seeking a highly experienced and motivated Team Leader to manage our multi-channel Customer Support team. The ideal candidate will be a dynamic leader responsible for the day-to-day operations, performance, and development of a team handling inbound/outbound calls, email correspondence, and various support functions.

This role requires a proven track record in team leadership and a strong preference for candidates with prior experience or deep knowledge of the Cryptocurrency or Stock Trading/Investment industries.

Key Responsibilities

1. Team Management & Performance

• Lead, mentor, and motivate a team of Customer Support Representatives (CSRs) across voice and non-voice channels (call, email).
• Conduct regular one-on-one performance reviews, provide constructive feedback, and develop individual growth plans.
• Monitor team and individual KPIs (e.g., AHT, CSAT, FCR, quality scores) to ensure service levels are met or exceeded.
• Handle escalated customer issues and complex inquiries, providing resolution and coaching the team on best practices.

2. Operations & Resource Management

• Manage the roster and shift scheduling to ensure optimal staffing coverage for all operational hours across all channels.
• Oversee data management and reporting related to customer interactions, team performance, and operational efficiency.
• Ensure strict adherence to company policies, industry regulations, and quality standards.
• Proactively identify and address potential operational bottlenecks or resource gaps.

3. Quality, Training & Development

• Conduct regular auditing of customer interactions (calls and emails) to maintain high-quality service standards.
• Design and implement regular training and refresher courses for the existing team on product updates, process changes, and soft skills.
• Execute comprehensive training and onboarding for new joiners, ensuring they are prepared to meet performance targets quickly.
• Collaborate with the Quality Assurance and Training departments to refine training materials and quality rubrics.

4. TL-Related Tasks & Strategic Input

• Act as the primary point of contact and communication hub between the frontline team and upper management.
• Contribute to the continuous improvement of customer service processes, tools, and documentation.
• Manage administrative tasks related to team management, such as roaster leave approvals, and disciplinary actions.

Qualifications & Requirements

• Experience: A minimum of 3 years of proven experience as a Team Leader or Supervisor directly managing a Customer Support/Service team.
• Industry Knowledge (Preferred): Demonstrated knowledge and understanding of the Cryptocurrency, Blockchain technology, Stock Trading, and/or Investment/Financial Services industries is strongly preferred.

• Skill Set:
• Exceptional leadership, coaching, and people management skills.
• Excellent verbal and written communication skills (English is mandatory).
• Proficiency in managing multi-channel support operations (Voice, Email).
• Strong analytical skills with the ability to interpret data and create performance reports.
• Expertise in roster management and workforce planning/scheduling.
• Familiarity with CRM software (e.g., Salesforce, Zendesk) and quality monitoring tools.
• Education: Bachelor’s degree in Business, Communications, Finance, or a related field is desirable.

What We Offer

• Competitive salary and performance-based incentives.
• Opportunity to work in a fast-paced, high-growth industry (Crypto/Stocks).
• Comprehensive health and wellness benefits.
• A collaborative and supportive work environment.

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹45,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person