Team Lead - Customer Success

Job Title : Team Lead - Customer Success

Employment Type : Full-time (rotational shifts)

Experience Required : 4-5 years

Working Mode : In-Office Location : Sector 53, Gurgaon

Industry : Customer Service (International)

Salary : Best in industry

About the Role :

We are looking for a dynamic and experienced Team Lead – Customer Success to manage our international voice and chat support operations. The ideal candidate will lead a team of customer success executives to deliver exceptional service to global customers, ensure SLA adherence, and continuously improve service quality and team performance.

Key Responsibilities :

• Lead and supervise a team of customer success executives handling international calls and chat support
• Ensure prompt, professional, and effective resolution of customer queries and complaints
• Handle escalations efficiently, maintaining a high level of customer satisfaction
• Manage daily operations and ensure adherence to client SLAs, KPIs, and quality standards
• Provide support to end customers through emails, calls and online chats by handling customer requests and queries
• Conduct regular team meetings, performance reviews, and one-on-one sessions to drive performance and engagement
• Coach, train, and mentor team members to enhance communication, product knowledge, and problem-solving skills
• Monitor and analyze team performance metrics, preparing regular reports for management review
• Identify process improvement areas and collaborate with internal departments to implement effective solutions
• Maintain compliance with company policies, procedures, and service guidelines.
• Foster a positive team culture focused on accountability, learning, and customer-centricity.

Required Qualifications & Skills :

Preferred Qualifications :

Who Can Apply :

Skills Required

Ticketing Tools, Crm Systems, Problem-solving