Job Description

Position: Customer Support Team Lead

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Location: Pune, Maharashtra

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Employment Type: Full-time

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Working Days: 5.5 days per week

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Overall Experience: Minimum 4 years

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Team Lead Experience: Minimum 2 years

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Key Responsibilities

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- Lead, manage, and mentor a team of Customer Support Executives.
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- Monitor team performance, productivity, and service levels.
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- Handle customer escalations and ensure timely resolution of critical issues.
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- Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog .
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- Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews.
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- Identify performance gaps and provide ongoing feedback and training.
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- Ensure adherence to company SOPs, policies, and customer support processes.
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- Review customer interactions and tickets to maintain service quality.
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- Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues.
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- Prepare regular performance reports and share insights with management.
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- Identify recurring customer issues and drive process improvements.
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- Support onboarding and training of new team members.
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Candidate Requirements

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

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- Experience managing a high-volume customer support team.
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- Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platforms.
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- Experience with support dashboards, reporting, and performance analytics.
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- Knowledge of process improvement and root-cause analysis.
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