Team Leader - Escalations/Customer Support (Fluent English)

Valuedrive Technologies

2 - 7 years

4 - 5 Lacs

gurugram

Posted:1 month ago| Platform:

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Skills Required

team management advanced excel inbound process customer support escalations net promoter score team leading outbound process csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Location:

6 days Working

Point of Contact:

Role Overview:

We are looking for a Customer Support Team Leader to lead a high-performance support team focused on delivering exceptional service to our customers. This role is best suited for someone who has experience managing large operations teams and thrives in a dynamic environment requiring cross-functional coordination.

Key Responsibly Included:

Lead and manage a team of 10+ customer support agents to ensure high-quality, timely, and
efficient resolution of customer queries.
Drive operational excellence by monitoring team performance against KPIs (CSAT, TAT, First Call Resolution, etc.).
Handle escalations and ensure root cause analysis for recurring issues.
Coordinate effectively with internal teams including Sales, Operations, Tech, and Logistics to resolve complex issues and improve service delivery.
Implement process improvements and contribute to building SOPs for scaling support operations.
Conduct regular team reviews, coaching sessions, and performance appraisals.
Ensure proper staffing, shift scheduling, and attendance management.

Requirements:

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.

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