Customer Support Team Lead Company: Justvend Private Limited Location: Bangalore Experience: 2–3 years as a Team Lead / Senior Customer Support Executive Department: Customer Support Employment Type: Full-time Role Overview We are looking for an experienced and customer-focused Customer Support Team Lead to manage and lead the customer support team across Inbound, Outbound, Email, and Chat Support channels. The ideal candidate should have strong team-handling skills, excellent communication abilities, and proficiency in English, Hindi, and Kannada .

Key Responsibilities Team Management &

- Leadership · Lead, mentor, and monitor the day-to-day performance of the Customer Support team. · Allocate work, manage shifts, and ensure adequate support coverage across all channels. · Conduct regular team briefings, performance reviews, and coaching sessions. · Track individual and team KPIs and drive improvements in productivity and service quality. · Identify training requirements and provide continuous feedback to team members. · Ready to work 6 days a week In fast paced environment and Eager to grow with company .

Customer

Support – Inbound &

- Outbound · Supervise inbound customer calls and ensure timely and effective resolution of queries and complaints. · Monitor outbound calls for customer follow-ups, issue resolution, feedback collection, and service-related communication. · Handle escalated customer complaints and ensure appropriate resolution within defined timelines. · Ensure professional, courteous, and customer-centric communication at all times. Email &
- Chat Support · Oversee customer queries received through email and chat platforms. · Ensure responses are accurate, skilled, and provided within defined SLA timelines. · Monitor the quality and turnaround time of email and chat interactions. · Maintain consistency in customer communication across all support channels.

Customer

Complaint &





- Escalation Management · Take ownership of critical and escalated customer issues. · Coordinate with Operations, Warehouse, Sales, Technology, and other internal teams for resolution. · Track recurring customer issues and identify root causes. · Recommend process improvements to reduce complaints and improve customer experience. MIS, Reporting &
- Performance Monitoring · Prepare and maintain daily/weekly/monthly customer support reports. · Monitor key metrics such as SLA, AHT, CSAT, response time, resolution time, productivity, and customer complaints . · Analyze team performance and share actionable insights with management. · Ensure accurate documentation of customer interactions and resolutions.

Required Skills &

Qualifications · 2–3 years of experience in Customer Support, preferably with Team Lead / supervisory experience. · Mandatory proficiency in Kannada, Hindi, and English – both verbal and written communication. · Strong experience in Inbound, Outbound, Email, and Chat Support . · Excellent team management and people-handling skills. · Strong problem-solving and escalation-management abilities. · Positive knowledge of customer service processes, SLAs, and support KPIs. · Comfortable working with CRM, ticketing systems, MS Excel, and customer support dashboards. · Ability to work in a fast-paced environment and manage multiple priorities. · Strong communication, interpersonal, and coordination skills.

Key Performance

Indicators (KPIs) · Customer Satisfaction (CSAT) · First Contact Resolution (FCR) · SLA adherence · Average Handling Time (AHT) · Response and resolution time · Team productivity · Quality of customer interactions · Complaint and escalation resolution · Attendance and team adherence Preferred Candidate Profile A proactive and responsible team leader who can take ownership of customer issues, motivate the support team, coordinate effectively with internal departments, and consistently deliver a high-quality customer experience .

📌 Customer Service Team Supervisor (Bengaluru)
🏢 JustVend
📍 Bengaluru