Team Leader - Customer Support & Escalation Desk

The Customer Support Team Leader is responsible for supervising, guiding, and motivating a team of customer support representatives to deliver exceptional service. This role ensures smooth operations, high-quality customer interactions, and adherence to company policies while driving team performance to achieve set goals.

Key Responsibilities

• Lead, manage, and support a team of customer support representatives in daily operations.
• Monitor performance metrics (response time, resolution time, customer satisfaction, quality scores, etc.) and ensure targets are met.
• Provide coaching, mentoring, and training to team members to improve product knowledge, communication skills, and service quality.
• Handle escalated customer queries or complaints and resolve them effectively.
• Conduct regular performance reviews, provide constructive feedback, and recognize achievements.
• Ensure compliance with company policies, service standards, and regulatory requirements.
• Prepare and present team performance reports to management.
• Collaborate with other departments (Sales, Operations, Product, etc.) to address customer issues and improve service processes.
• Drive initiatives to enhance customer experience and operational efficiency.
• Foster a positive, customer-centric culture within the team.

Skills & Competencies

• Strong leadership, coaching, and motivational skills.
• Excellent communication and interpersonal abilities.
• Problem-solving and conflict-resolution skills.
• Ability to work under pressure and handle escalations professionally.
• Analytical mindset with attention to detail.
• Proficiency in CRM tools, call center software, and MS Office applications.
• Strong organizational and time-management skills.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• 3–5 years of experience in customer support, with at least 1–2 years in a supervisory/team leader role.
• Experience in managing teams in a contact center, BPO, or customer-facing environment.
• Proven track record of meeting or exceeding performance targets.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Response Time / Resolution Time
• Quality Audit Scores
• Team Productivity & Efficiency
• Employee Engagement & Retention
• Escalation Handling Effectiveness

Job Type: Full-time

Pay: ₹300,000.00 - ₹350,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person