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 recent 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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Strong 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 rapid-paced environment and manage team targets.
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Robust 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 manag

📌 Customer Support E Commerce Team Lead Pune (India)
🏢 PineQ Lab Technology
📍 India