Customer Support Team Lead

Job Title : Customer Support Team Lead

Location : Bangalore

Department : Customer Experience / Support

Reports To : Helpdesk Manager

Employment Type : Full-Time

Job Summary :

We are seeking a proactive and experienced Customer Support Team Lead to manage and mentor a team of support agents, ensuring exceptional service delivery across all customer touchpoints. The ideal candidate will have strong leadership skills, a customer-first mindset, and the ability to drive performance and continuous improvement.

Key Responsibilities :

Lead and mentor a team of customer support agents handling queries related to digital payments, financial products, and account services.

Monitor daily operations, including ticket queues, response times, and resolution quality.

Handle escalations involving sensitive financial issues with discretion and professionalism.

Conduct regular team meetings, performance reviews, and training sessions.

Analyze support metrics and generate reports to identify trends and areas for improvement.

Collaborate with cross-functional teams (Program Managers, Sales, Engineering) to resolve customer pain points and improve processes.

Maintain and update knowledge base and support documentation.

Ensure compliance with company policies, procedures, and service standards.

Qualifications :

Bachelor’s degree or equivalent experience.

3+ years of experience in customer support, with at least 1 year in a leadership role.

Strong communication, interpersonal, and conflict-resolution skills.

Experience with CRM and support tools (e.g., Service Desk, Jira, Servicenow, Salesforce).

Ability to analyze data and make informed decisions.

Empathy, patience, and a passion for customer satisfaction.

Preferred Skills :

Experience in a fast-paced, tech-driven environment.

Familiarity with support across multiple channels (email, chat, phone).

Knowledge of customer experience best practices and KPIs.

Proficient in MS Office