Team Leader - Customer Support

As a Customer Support Team Leader, your role will involve leading a high-performance support team to provide exceptional service to customers. Your responsibilities will include: - Leading and managing a team of 10+ customer support agents to ensure high-quality, timely, and efficient resolution of customer queries. - Driving operational excellence by monitoring team performance against KPIs such as CSAT, TAT, and First Call Resolution. - Handling escalations and ensuring root cause analysis for recurring issues. - Coordinating effectively with internal teams (Sales, Operations, Tech, and Logistics) to resolve complex issues and enhance service delivery. - Implementing process improvements and contributing to building SOPs for scaling support operations. - Conducting regular team reviews, coaching sessions, and performance appraisals. - Ensuring proper staffing, shift scheduling, and attendance management. Qualifications required for this role include: - Minimum 1 year of experience as a Team Leader in a customer support or operations-heavy environment. - Strong background in managing large-scale support operations or customer-facing teams. - Proven ability to work in a fast-paced setup involving cross-functional collaboration. - Excellent communication, problem-solving, and decision-making skills. - Ability to analyze data and derive actionable insights for improving service metrics. - Comfortable working with CRM platforms, dashboards, and support tools.,