Position Customer Support Team Lead Location Pune Maharashtra Employment Type Fulltime Working Days 5 5 days per week Overall Experience Minimum 4 years Team Lead Experience Minimum 2 years Key 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 oneonone 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 recent team members Candidate Requirements Bachelors 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 peoplemanagement and leadership skills Excellent verbal and written communication skills Strong customerhandling and escalationmanagement abilities Good analytical and problemsolving skills Experience with CRM helpdesk or ticketing tools Ability to work in a fastpaced environment and manage team targets Strong ownership accountability and decisionmaking skills Willingness to work 5 5 days per week as per business requirements Preferred Experience Experience managing a highvolume customer support team Handson 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 rootcause analysis

📌 Customer Support E commerce Team Lead (Nagpur)
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