Customer Support Team Leader

Role Overview:

The Customer Support Lead is responsible for overseeing daily support operations, leading a team of customer support representatives, and ensuring an exceptional customer experience. This role bridges frontline support and management by coaching team members, improving processes, and ensuring service-level targets are met.

Key Responsibilities :-

·        Lead, mentor, and motivate a team of customer support representatives

·        Conduct regular coaching sessions, performance reviews, and feedback

·        Act as an escalation point for complex or high-priority customer issues

·        Ensure timely, accurate, and professional responses across all support channels (email, chat, phone, social media, etc.)

·        Handle sensitive customer cases with empathy and professionalism

• Maintain and improve support documentation, FAQs, and knowledge bases

·        Ensure adherence to company policies, workflows, and quality standards

·        Support the rollout of new tools, features, or support initiatives

·        Recommend and implement process improvements to increase efficiency

 Required Qualifications :-

·        Bachelor’s degree or equivalent practical experience

·        3–5 years of experience in customer support or customer service

·        1–2 years of experience in a leadership or senior support role

·        Strong understanding of customer support tools (e.g., Zendesk, Freshdesk, Intercom, CRM systems)

·        Excellent communication, problem-solving, and interpersonal skills

·        Ability to manage cross-functional communication

·        Only female Candidates