Job Brief

We are seeking a proactive and result-oriented Team Lead Customer Escalation to lead a team of Escalation Specialists in delivering exceptional customer experiences. The Team Lead will be responsible for driving operational excellence, coaching the team, ensuring timely resolution of customer escalations, and collaborating with cross-functional stakeholders to improve customer satisfaction and business outcomes.

This role requires strong people management, analytical thinking, decision-making capabilities, and the ability to manage high-priority customer situations while continuously improving processes and team performance.

Responsibilities & Duties

- Lead, mentor, and manage a team of Escalation Specialists to consistently achieve business and customer experience goals.
- Monitor daily operations, workload distribution, and queue management to ensure SLA adherence.
- Drive first-contact resolution and timely closure of customer escalations.
- Handle critical and high-impact customer escalations requiring leadership intervention.
- Coach team members through regular feedback sessions, call audits, quality reviews, and one-on-one meetings.
- Track and improve key operational metrics such as SLA, TAT, CSAT, NPS, Escalation Rate, Productivity, and Quality scores.
- Conduct root cause analysis (RCA) on recurring customer issues and work with internal teams to implement preventive actions.
- Partner with Operations, Supply Chain, Logistics, Retail, Product, Quality, Finance, and other stakeholders to resolve customer concerns effectively.
- Prepare daily, weekly, and monthly performance reports with actionable insights.




- Identify process gaps and lead continuous improvement initiatives to enhance customer experience and operational efficiency.
- Ensure accurate documentation of customer interactions and escalations in CRM systems.
- Drive adherence to SOPs, compliance guidelines, and organizational policies.
- Support hiring, onboarding, training, and performance management of recent team members.
- Create a high-performance culture by motivating, developing, and retaining team members.
- Take ownership during business-critical situations and ensure timely communication with leadership.

Requirements

- Bachelor’s degree in any discipline.
- 4–6 years of experience in Customer Support/Escalation Management, with at least 2–3 years of experience leading a team.
- Strong people management and stakeholder management skills.
- Excellent verbal and written communication skills in English and Hindi. Kannada is preferred.
- Strong analytical and problem-solving abilities with a customer-first mindset.
- Experience managing KPIs, SLAs, productivity, quality, and customer satisfaction metrics.
- Ability to perform effectively in a fast-paced, high-pressure environment.
- Hands-on experience with CRM tools, Microsoft Excel/Google Sheets, and reporting dashboards.
- Proven ability to drive process improvements and operational excellence.
- Self-driven, accountable, and capable of making sound business decisions independently.

Key Performance Indicators (KPIs)

- SLA Compliance
- Escalation Resolution TAT
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Escalation Reduction %
- Quality Audit Score
- Productivity & Team Utilization
- First Contact Resolution (FCR)
- Team Attendance & Adherence
- Stakeholder Satisfaction
- Process Improvement Initiatives Delivered

📌 Team Lead (Bengaluru)
🏢 WAKEFIT INNOVATIONS
📍 Bengaluru