Team Lead - Customer Support
XphenoFixed
₹50,000 - ₹60,000
Earning Potential
₹60,000
Fixed
₹50,000 - ₹60,000
Earning Potential
₹60,000
Work from Office
Full Time
Min. 2 years
Good (Intermediate / Advanced) EnglishJob highlights
13 applicants
Job Description
We are looking for an experienced and customer-focused Team Lead – Customer Support to manage a team of customer support executives, ensure excellent customer service, monitor team performance, and resolve escalated customer issues. The ideal candidate should have strong leadership, communication, problem-solving, and customer relationship management skills.
- Key Responsibilities
- Lead, mentor, and manage a team of customer support executives.
- Monitor daily operations, team productivity, and service quality.
- Handle escalated customer complaints and ensure timely resolution.
- Track key performance indicators (KPIs), including CSAT, SLA, AHT, FCR, and TAT.
- Conduct regular team meetings, performance reviews, and coaching sessions.
- Ensure adherence to company policies, standard operating procedures (SOPs), and service standards.
- Prepare daily, weekly, and monthly performance reports.
- Coordinate with internal departments to resolve customer issues efficiently.
- Identify process gaps and recommend improvements to enhance customer satisfaction.
- Manage staffing, shift schedules, attendance, and workload allocation.
- Ensure consistent communication and a positive customer experience across support channels, including calls, emails, and chats.
Job role
Job requirements
About company
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The candidate should have completed Graduate degree and people who have 2 to 31 years are eligible to apply for this job. You can apply for more jobs in Bengaluru to get hired quickly.
The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
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