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Team Lead - Customer Service

Team Lead - Customer Service

ConfidentialJaipur, India
5 days ago
Job description

Role Overview

As the Customer Support Team Lead , you will manage and motivate a dynamic support team to deliver outstanding customer service across multiple channels - phone, email, chat, and social media. You'll be responsible for monitoring performance, resolving escalations, and streamlining return and exchange operations while ensuring every customer interaction reflects brand values.

Key Responsibilities

1. Team Leadership & Supervision

  • Lead, coach, and mentor a team of customer support agents.
  • Set clear KPIs and motivate the team to achieve or exceed targets.

2. Performance Monitoring

  • Track and analyze key support metrics such as CSAT, response time, and resolution rates.
  • Prepare actionable reports to drive continuous improvement.

    • 3. Escalation Management

  • Take ownership of complex or high-priority customer issues.
  • Ensure resolutions are prompt, empathetic, and aligned with brand standards.

    • 4. Returns & Exchange Oversight

  • Manage the complete returns and exchange process.
  • Coordinate with logistics and warehouse teams to ensure smooth operations.

    • 5. Training & Development

  • Conduct regular training on product knowledge, CRM tools, and communication skills.
  • Provide constructive feedback to elevate team performance.

    • 6. Process Improvement

  • Identify gaps in workflows and suggest process enhancements.
  • Implement initiatives to improve efficiency and customer satisfaction.

    • 7. Cross-Functional Collaboration

  • Partner with Product, Quality, and Warehouse teams to resolve recurring issues and enhance service delivery.

    • 8. Reporting & Documentation

  • Generate performance and escalation reports.
  • Maintain updated SOPs and knowledge base documentation.

    • Skills & Qualifications

  • Leadership : Proven experience leading and motivating a support team.
  • Customer Service Expertise : Deep understanding of support operations and quality standards.
  • Communication : Excellent verbal and written English; empathetic and professional tone.
  • Analytical Mindset : Ability to interpret data (CSAT, ticket trends) for decision-making.
  • Conflict Resolution : Skilled at managing escalations calmly and effectively.
  • Technical Tools : Proficient with CRM platforms and MS Office Suite.
  • Organization : Strong prioritization, scheduling, and multitasking skills.
  • Training Capability : Experience conducting team training and coaching sessions.

    • Skills Required

    Leadership, Ms Office Suite, Conflict Resolution

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    Team Lead • Jaipur, India