Role & responsibilities

- Lead and supervise the Customer Support team in a 24x7 operational environment.

- Manage shift rosters, attendance, leave planning, and workforce allocation.

- Monitor customer support channels including Email, Voice, WhatsApp, VKYC, and CRM.

- Ensure adherence to SLAs, First Response Time, and Resolution Time targets.

- Handle customer escalations and coordinate with internal teams for timely resolution.

- Monitor ticket queues, backlog, ageing, and agent productivity through Salesforce Service Cloud.

- Prepare and share Daily, Weekly, and Monthly MIS and performance reports.

- Conduct quality reviews of customer interactions and provide coaching and feedback.

- Organize regular training sessions on products, processes, and customer service best practices.

- Maintain and update the Salesforce Knowledge Base, SOPs, and training documentation.





- Drive process improvements to enhance operational efficiency and customer experience.

- Collaborate with cross-functional teams to ensure seamless customer support operations.

Preferred candidate profile

- Strong leadership and people management skills

- Excellent verbal and written communication

- Customer-centric mindset

- Strong analytical and problem-solving abilities

- Effective stakeholder management

- Escalation handling and conflict resolution

- Workforce planning and shift management

- Quality monitoring and coaching

- Reporting and MIS preparation

- Ability to work in a fast-paced 24x7 operational environment

- Solid organizational and multitasking skills

📌 Team Lead - Customer Support (Mumbai)
🏢 WSFx Global Pay
📍 Mumbai