Customer Support Team Lead

About Everstylish

Everstylish is a fashion company based in Gurugram that brings the latest fashion of the best quality at affordable prices. Everstylish aims to bring a smile to customers' faces with every package. The company believes that fashion is a way to make individuals feel beautiful and confident and strives to spread happiness every day. Everstylish hopes to continue growing and fulfilling its vision with the support of customers.

Job Summary :

We are seeking a highly motivated and experienced Customer Support Team Lead to oversee our support team and ensure exceptional service delivery. The ideal candidate will have strong leadership skills, a customer-centric mindset, and the ability to drive efficiency and quality in customer support operations.

Key Responsibilities :

Supervise and mentor a team of customer support representatives, providing guidance and training (10-12 team size).

Monitor team performance, set goals, and implement strategies to enhance efficiency and customer satisfaction.

Handle escalated customer issues and resolve them promptly with a focus on service excellence.

Develop and maintain customer service policies, procedures, and best practices.

Collaborate with other departments to streamline support processes and enhance the customer experience.

Analyze customer feedback and support metrics to identify trends and areas for improvement.

Conduct regular team meetings and performance reviews to ensure continuous development.

Manage the scheduling and workload distribution of the team to maintain optimal coverage.

Ensure compliance with company policies and industry regulations.

Qualifications and Skills :

Bachelor's degree in Business, Communications, or a related field preferred.

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

Strong problem-solving and conflict-resolution skills.

Excellent verbal and written communication skills.

Proficiency in CRM systems and customer support tools.

Ability to work in a fast-paced environment and manage multiple priorities.

A customer-focused approach with a passion for delivering outstanding service.