Customer Support Team Lead

What will you drive?

Lead, coach, and mentor a team of customer service representatives to achieve performance targets.

Monitor daily operations, call quality, and ensure SLA adherence.

Communicate and collaborate effectively with internal and external stakeholders.

Optimize funnel conversion at every stage (lead to inspection, inspection to stock-in, etc.).

Analyze performance metrics, generate reports, and drive data-backed decision-making.

Drive initiatives to improve customer experience and reduce friction across touchpoints.

Manage escalations, ensure timely resolution, and identify process gaps.

Who are we looking for?

Minimum 4 years of call center experience, with at least 1 year in a team lead role.

Fluency in at least 3 southern Indian languages (Tamil, Telugu, Kannada, Malayalam).

Strong communication and interpersonal skills.

Proven experience in stakeholder management and cross-functional coordination.

Hands-on experience in funnel management and performance tracking.

Excellent data analysis and reporting skills (Excel, dashboards, CRM tools).

High customer orientation and problem-solving mindset.