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 solid 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 perf

📌 Team Lead (Bengaluru)
🏢 WAKEFIT INNOVATIONS
📍 Bengaluru