Customer Support Team Lead

Company: Justvend Private Limited

Location: Bangalore

Experience: 2 to 3 years as a Customer support Manager/Team Lead / Senior Customer Support

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, professional, 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 to3 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.
- Solid problem-solving and escalation-management abilities.
- Good 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
- 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 Lead (Bengaluru)
🏢 JustVend
📍 Bengaluru