Team Lead - Customer Support (Voylla).
Profile Overview
- As the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels.
- You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers.
Key Responsibilities
- Team Leadership & Supervision Lead, coach & mentor a team of customer support agents.
- Set clear KPIs and motivate the team to consistently exceed performance targets.
- Performance Monitoring Track and analyze metrics-such as CSAT, response time, resolution rate-and deliver actionable insights.
- Escalated Issue Resolution Take ownership of complex customer complaints, ensuring prompt, empathetic, and professional outcomes.
- Return & Exchange Management Oversee the end-to-end returns/exchange process), coordinate with logistics/warehouse, and ensure seamless customer satisfaction.
- Training & Development Develop & deliver training sessions to elevate team capabilities in product knowledge, communication, and CRM usage.
- Process Improvement Identify and optimize workflows-such as ticket routing, self-service content, or returns policy-to elevate efficiency and customer experience.
- Cross-functional Collaboration Work closely with Product, Quality, and Warehouse teams to ensure quick issue resolution and rollout of service improvements.
- Reporting & Documentation Generate regular reports on performance, escalations, returns, and resolutions.
- Maintain up-to-date knowledge-base articles and SOPs.
Skills & Qualifications
- Leadership & Management Proven ability to lead, coach, and inspire a customer support team.
- Customer Service Strong grasp of support operations, escalations, and quality standards.
- Communication Excellent verbal & written English-must be empathetic, clear, and persuasive with customers.
- Analytical & Data-driven Comfortable extracting insights from data-CSAT, ticket volume, resolution trends.
- Conflict Resolution Calm under pressure, adept at resolving escalations tactfully.
- Tools Proficiency Familiarity with CRM systems and Microsoft Office Suite.
- Organizational Skills Strong scheduling, prioritization, and multitasking abilities in a fast-paced retail environment.
- Training & Coaching Experience designing and delivering training and providing regular performance feedback.
- Educational Background Bachelor's degree - ideally in Business, Communication, or related field.
Experience - 2-3 years in customer support, including at least 1 year in a leadership role.
What a Typical Day Looks Like
- Morning huddle to review KPIs (ticket count, backlog, CSAT) and assign priorities.
- Monitor escalations, intervene when needed.
- Conduct one-on-ones or coaching sessions with team members.
- Analyze daily performance-identify trends or training needs.
- Lead cross-department syncs on escalations or process issues.
- Oversee returns/exchange queue, resolve pending issues.
- Update knowledgebase; refine SOPs.
- Review and finalize scheduling and shifts.
Why Join Voylla?.
Voylla stands at the forefront of fashion jewelry in India-offering innovative designs with fast logistics and excellent customer support.As Team Lead, you'll shape how our customers connect with our brand, drive continuous service excellence, and have a measurable impact on customer loyalty.(ref:iimjobs.com)
