Position: Customer Support Team LeadLocation: Pune, MaharashtraEmployment Type: Full-timeWorking Days: 5.5 days per weekOverall Experience: Minimum 4 yearsTeam Lead Experience: Minimum 2 yearsKey Responsibilities- Lead, manage, and mentor a team of Customer Support Executives.- Monitor team performance, productivity, and service levels.- Handle customer escalations and ensure timely resolution of critical issues.- Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog.- Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews.- Identify performance gaps and provide ongoing feedback and training.- Ensure adherence to company SOPs, policies, and customer support processes.- Review customer interactions and tickets to maintain service quality.- Coordinate with Product, Sales, Operations,



and other internal teams to resolve customer issues.- Prepare regular performance reports and share insights with management.- Identify recurring customer issues and drive process improvements.- Support onboarding and training of new team members.Candidate Requirements- Bachelor's degree in any discipline.- Minimum 4 years of overall experience in Customer Support/Customer Service.- Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support.- Strong people-management and leadership skills.- Excellent verbal and written communication skills.- Strong customer-handling and escalation-management abilities.- Good analytical and problem-solving skills.- Experience with CRM, helpdesk, or ticketing tools.- Ability to work in a rapid-paced environment and manage team targets.- Strong ownership, accountability, and decision-making skills.- Willingness to work 5.5 days per week as per business requirements.Preferred Experience- Experience managing a high-volume customer support team.- Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platforms.- Experience with support dashboards, reporting, and performance analytics.- Knowledge of process improvement and root-cause analysis.

📌 Customer Support _ E commerce- Team Lead (Solapur)
🏢 PineQ Lab Technology
📍 Solapur