JD for Team Lead Cx/Px

Experience: 4-7 years

Job Overview:

We are looking for an experienced and proactive Team Lead Customer & Partner Support to manage daily operations of CX/PX associates and ensure seamless customer and partner experience. The ideal candidate should possess solid leadership, communication, and problem-solving skills with the ability to handle escalations and support team performance effectively.

Key Responsibilities:

- Manage day-to-day operations of CX/PX Associates.
- Provide real-time assistance and guidance to agents on queries and operational challenges.
- Handle supervisor calls and customer/partner escalations professionally.
- Prepare and manage weekly rostering and shift planning for the team.
- Monitor team productivity,



service quality, and adherence to processes.
- Support team members through coaching, mentoring, and performance feedback.
- Maintain reports and operational updates as required by management.

Required Skills:

- Strong experience in Customer Support / Partner Support operations.
- Excellent team handling and people management skills.
- Strong communication and escalation management abilities.
- Preferred fluency in Hindi, English & Telugu
- Flexibility for Rotational shifts & weeksoffs

📌 Team Lead (Hyderabad)
🏢 Kapston Services
📍 Hyderabad