Position: Customer Support Team Lead
Location: Pune, Maharashtra
Employment Type: Full-time
Working Days: 5.5 days per week
Overall Experience: Minimum 4 years
Team Lead Experience: Minimum 2 years
Key Responsibilities
- Lead, manage, and mentor a team of Customer Support Executives.
- Monitor team performance, productivity, and service levels.
- Handle customer escalations and ensure timely resolution of critical issues.
- Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog.
- Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews.
- Identify performance gaps and provide ongoing feedback and training.
- Ensure adherence to company SOPs, policies, and customer support processes.
- Review customer interactions and tickets to maintain service quality.
- Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues.
- Prepare regular performance reports and share insights with management.
- Identify recurring customer issues and drive process improvements.




- Support onboarding and training of new team members.

Candidate Requirements
- Bachelor’s degree in any discipline.
- Minimum 4 years of overall experience in Customer Support/Customer Service.
- Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support.
- Robust people-management and leadership skills.
- Excellent verbal and written communication skills.
- Solid customer-handling and escalation-management abilities.
- Good analytical and problem-solving skills.
- Experience with CRM, helpdesk, or ticketing tools.
- Ability to work in a fast-paced environment and manage team targets.
- Strong ownership, accountability, and decision-making skills.
- Willingness to work 5.5 days per week as per business requirements.

Preferred Experience
- Experience managing a high-volume customer support team.
- Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platforms.
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