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




- Identify recurring customer issues and drive process improvements.n
- Support onboarding and training of new team members.n

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

nPreferred Experience
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- Experience managing a high-volume customer support team.n
- Ha

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