Team Lead - Customer Support

Profile Overview

As the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. You'll oversee team performance, handle escalations, and streamline the returns / exchanges process, all while upholding brand values and delighting customers.

Key Responsibilities

• Team Leadership & Supervision Lead, coach & mentor a team of customer support agents. Set clear KPIs and motivate the team to consistently exceed performance targets.
• Performance Monitoring Track and analyze metrics—such as CSAT, response time, resolution rate—and deliver actionable insights.
• Escalated Issue Resolution Take ownership of complex customer complaints, ensuring prompt, empathetic, and professional outcomes.
• Return & Exchange Management Oversee the end-to-end returns / exchange process), coordinate with logistics / warehouse, and ensure seamless customer satisfaction.
• Training & Development Develop & deliver training sessions to elevate team capabilities in product knowledge, communication, and CRM usage.
• Process Improvement Identify and optimize workflows—such as ticket routing, self-service content, or returns policy—to elevate efficiency and customer experience.
• Cross-functional Collaboration Work closely with Product, Quality, and Warehouse teams to ensure quick issue resolution and rollout of service improvements.
• Reporting & Documentation Generate regular reports on performance, escalations, returns, and resolutions. Maintain up-to-date knowledge-base articles and SOPs.

Skills & Qualifications

What a Typical Day Looks Like

Why Join Voylla

Voylla stands at the forefront of fashion jewelry in India—offering innovative designs with fast logistics and excellent customer support. As Team Lead, you'll shape how our customers connect with our brand, drive continuous service excellence, and have a measurable impact on customer loyalty.

Skills Required

Organizational Skills, Customer Service, Analytical, Leadership Management, Conflict Resolution, Communication