Email Support Team Lead

• Lead, mentor, and manage a team of email support agents
• Ensure all customer emails are handled within defined SLAs and quality standards
• Monitor daily operations, queues, and workload distribution
• Conduct regular quality checks and provide constructive feedback
• Handle escalations and resolve complex customer issues
• Track team performance metrics (TAT, CSAT, productivity, quality scores)
• Prepare and share daily/weekly/monthly performance reports
• Train new hires and conduct ongoing coaching sessions
• Collaborate with other departments to resolve customer concerns efficiently
• Ensure compliance with company policies and regulatory guidelines

Key Skills & Competencies:

• Strong written and verbal communication skills
• Excellent problem-solving and decision-making abilities
• Leadership and team management skills
• Attention to detail and quality focus
• Ability to handle pressure and manage escalations
• Good knowledge of email etiquette and customer service practices
• Proficiency in CRM tools and Microsoft Office

Qualifications:

• Graduate in any discipline (preferred)
• 2–5 years of experience in customer support/email support
• Minimum 1–2 years of experience in a team handling or leadership role