Lead a team of customer & driver support agents handling real-time logistics operations (chat/SMS-based). Responsible for queue management, escalations, and SLA adherence in a 24/7 environment.
Key Responsibilities
- Manage 10–15 Tier-1 agents in a real-time support environment
- Monitor live queues (chat/SMS) and ensure SLA adherence
- Handle escalations (delivery issues, driver delays, reroutes, failed deliveries)
- Coach agents on:
- Resolution quality
- Communication tone
- Decision-making
- Coordinate with internal teams via Slack
- Ensure proper case documentation in Zendesk
- Drive daily performance:
- First Contact Resolution (FCR)
- Response time
- Resolution time
Required Skills
- Solid real-time decision-making
- Ability to handle high-pressure situations
- Deep understanding of customer support workflows
- Excellent communication & coaching ability
Tools Exposure (Preferred)
- Twilio Flex (chat/SMS handling)
- Zendesk
- Google Maps
Experience
- 5–8 years in customer support / LiveOps
- 2+ years as Team Lead / Supervisor
- Experience in logistics, ride-sharing, or e-commerce preferred