Role & responsibilities
Lead and supervise the Customer Support team in a 24x7 operational setting.
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 quick-paced 24x7 operational setting
Strong organizational and multitasking skills

📌 Team Lead Mumbai
🏢 WSFx Global Pay
📍 Mumbai