Team Leader

About the Company: Praja is a revolutionary decentralized social platform designed to bring your local community to your fingertips. We empower you to discover and share hyperlocal news, events, and stories, all generated by people right in your neighborhood. Engage with your community, build your network, and connect with local leaders through meaningful interactions. With Praja, you can easily create and share eye-catching poster content, making local information accessible and engaging. We're building a platform where every citizen can truly know, understand, and participate in their local community across India.

About the Job: We are looking for a Team Lead to lead and manage a team of 18–21 Support Representatives and drive excellent customer support performance.

Job Location: Bangalore (Marathahalli)

(Inside sales role | No field sales)

Roles and Responsibilities :

• Lead, train, and motivate 18–21 Support Associates to achieve service and productivity targets.
• Monitor daily performance, ticket resolution, response times, customer satisfaction, and quality metrics.
• Conduct call, chat, and ticket audits to identify coaching and improvement opportunities.
• Provide regular coaching, feedback, and performance reviews to team members.
• Handle escalations and ensure timely, accurate, and customer-focused resolutions.
• Hire and onboard new Support Associates and ensure a smooth ramp-up.
• Track team performance using CRM, Excel/Sheets, and support analytics tools.
• Prepare performance reports and share actionable insights with management.
• Coordinate with internal teams to resolve recurring customer issues and improve support processes.
• Drive discipline, ownership, collaboration, and a high-performance support culture.

Qualifications

• 4–5 years of Customer Support experience, with 2+ year managing teams
• Experience handling Support Operations
• Native Kannada speaking ability (mandatory)
• Experience with CRM and target-driven support environments

Job Details :

• Work Location: Bangalore
• Work Schedule: 6 days working, rotational week off
• Compensation: ₹4-4.5+ Incentives + OT
• Notice Period: Immediate