Role OverviewAs a Team Leader you will lead a team of support executives handling queries, complaints, and operational issues faced by our delivery partners (riders). You will be responsible for team performance, process adherence, and continuous improvement in rider satisfaction and support efficiency. Key ResponsibilitiesSupervise day-to-day operations of the rider support team (voice/non-voice/chat/email). Monitor team performance and ensure SLA adherence for rider query resolution. Coach, mentor, and provide feedback to support executives for performance improvement. Handle escalated issues and ensure prompt resolution. Collaborate with city operations, logistics, and tech teams to address recurring issues. Ensure proper documentation and follow-ups for rider concerns and feedback. Track and report team metrics such as response time, resolution rate, and CSAT. Conduct regular briefings, training sessions, and performance reviews. Identify gaps in support processes and suggest/implement improvements. well known about team lead KPI & KRA

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Team Leader - Operations