Job Description Team Leader

Team Leader -(Customer Care Email & Chat Process)

We are looking for a dynamic and customer-focused Team Leader Customer Care (Email & Chat

Process) to lead a high-performing customer support team in an international business environment.

The ideal candidate will possess excellent leadership skills, strong operational knowledge, and the ability

to drive customer satisfaction while ensuring adherence to service standards and SLAs.

The Team Leader will be responsible for managing day-to-day operations, handling customer

escalations, coaching team members, monitoring quality, and implementing continuous process

improvements.

Key Responsibilities

- Lead, motivate, and manage a team of Customer Care Executives handling Email and Chat

support.

- Monitor daily operations to ensure SLA, KPI, productivity, and quality targets are consistently

achieved.

- Handle customer escalations professionally and provide effective resolutions in line with

company policies and procedures.

- Conduct regular performance reviews, coaching sessions, and one-on-one meetings with team

members.

- Analyze operational reports and identify opportunities to improve efficiency and customer

satisfaction.

- Ensure compliance with internal processes, quality standards, and customer service guidelines.
- Coordinate with internal stakeholders and cross-functional teams to resolve customer and

operational issues.

- Prepare and present daily, weekly, and monthly performance reports.

- Drive employee engagement, motivation, and team development initiatives.
- Identify training needs and support the onboarding of new team members.
- Foster a culture of continuous improvement through process optimization and strategic

thinking.

- Maintain high standards of customer experience across all customer interactions.

Required Qualifications

- Graduate in any discipline.
- 35 years of experience as a Team Leader in an International Email & Chat Customer Support

Process.





- Overall 10+ years of experience in International Customer Service Operations is highly

preferred.

- Strong knowledge of customer support processes, escalation management, and service delivery.
- Experience working with CRM and customer support platforms.
- Excellent written and verbal communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Ability to work in a rapid-paced, performance-driven environment.

Desired Skills & Competencies

- Strong leadership and people management skills.
- Excellent stakeholder management and interpersonal skills.
- Proven ability to manage customer escalations and complex service issues.
- Strategic thinking with a continuous improvement mindset.
- Strong reporting and data analysis capabilities.
- Ability to coach, mentor, and develop high-performing teams.
- Excellent time management and organizational skills.
- Customer-centric approach with strong attention to detail.
- Ability to manage multiple priorities while maintaining service excellence.

Preferred Experience

- Experience managing international customers across North America, Europe, or other global

markets.

- Exposure to Email, Chat, and CRM-based customer support operations.

- Experience in customer service quality management and process improvement initiatives.
- Knowledge of customer satisfaction metrics such as CSAT, NPS, FCR, AHT, SLA, and Quality

Score.

Key Performance Indicators (KPIs)

- SLA Adherence
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Quality Score
- Team Productivity
- Average Response Time
- Escalation Resolution
- Employee Engagement
- Attendance & Shrinkage
- Team Attrition
- Process Compliance

Why Join Us?

- Opportunity to lead a growing international customer support team.
- Exposure to global customer service operations.
- Career growth and leadership development opportunities.
- Collaborative and performance-driven work environment.
- Competitive salary of up to 6 LPA with long-term career progression.

📌 Team Leader - Customer Care (Bengaluru)
🏢 Caledon Technologies India
📍 Bengaluru