Profile Overview As the Customer Support Team Lead at Voylla you ll guide a dynamic team of support representatives to ensure exceptional service across phone email chat and social channels You ll oversee team performance handle escalations and streamline the returns exchanges process all while upholding brand values and delighting customers Key Responsibilities Team Leadership Supervision Lead coach mentor a team of customer support agents Set clear KPIs and motivate the team to consistently exceed performance targets Performance Monitoring Track and analyze metrics such as CSAT response time resolution rate and deliver actionable insights Escalated Issue Resolution Take ownership of complex customer complaints ensuring prompt empathetic and professional outcomes Return Exchange Management Oversee the end-to-end returns exchange process coordinate with logistics warehouse and ensure seamless customer satisfaction Training Development Develop deliver training sessions to elevate team capabilities in product knowledge communication and CRM usage Process Improvement Identify and optimize workflows such as ticket routing self-service content or returns policy to elevate efficiency and customer experience Cross-functional Collaboration Work closely with Product Quality and Warehouse teams to ensure quick issue resolution and rollout of service improvements Reporting Documentation Generate regular reports on performance escalations returns and resolutions Maintain up-to-date knowledge-base articles and SOPs Skills Qualifications Leadership Management Proven ability to lead coach and inspire a customer support team Customer Service Strong grasp of support operations escalations and quality standards Communication Excellent verbal written English must be empathetic explicit and persuasive with customers Analytical Data-driven Comfortable extracting insights from data CSAT ticket volume resolution trends Conflict Resolution Calm under pressure adept at resolving escalations tactfully Tools Proficiency Familiarity with CRM systems and Microsoft Office Suite Organizational Skills Strong scheduling prioritization and multitasking abilities in a fast-paced retail environment Training Coaching Experience designing and delivering training and providing regular performance feedback Educational Background Bachelor s degree - ideally in Business Communication or related field Experience 2-3 years in customer support including at least 1 year in a leadership role What a Typical Day Looks Like Morning huddle to review KPIs ticket count backlog CSAT and assign priorities Monitor escalations intervene when needed Conduct one-on-ones or coaching sessions with team members Analyze daily performance identify trends or training needs Lead cross-department syncs on escalations or process issues Oversee returns exchange queue resolve pending issues Update knowledgebase refine SOPs Review and finalize scheduling and shifts Why Join Voylla Voylla stands at the forefront of fashion jewelry in India offering innovative designs with fast logistics and excellent customer support As Team Lead you ll shape how our customers connect with our brand drive continuous service excellence and have a measurable impact on customer loyalty Job Type Full-time Pay 400 000 00 - 480 000 00 per year Benefits Health insurance Life insurance Paid sick time Paid time off Provident Fund Work from home Application Question s Current CTC Expected CTC Voylla is located at Sitapura Jaipur Would you be comfortable working from this location Working experience as Team Lead Overall Working experience in Customer Support How much is your Notice Period Work Location In person

📌 Customer Support Team Lead (Rajasthan)
🏢 Voylla Fashions
📍 Rajasthan