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.
Strong people-management and leadership skills.
Excellent verbal and written communication skills.
Strong 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 setting 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.
Experience with support dashboards, reporting, and performance analytics.
Knowledge of process improvement and root-cause analysis.

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