Job Description Position: Customer Support Team Lead N Location: Pune, Maharashtra N Employment Type: Full-time N Working Days: 5.5 days per week N Overall Experience: Minimum 4 years N Team Lead Experience: Minimum 2 years N Key Responsibilities Nn Lead, manage, andmentor 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.



Nn Candidate Requirements Nn Bachelor’s degreein 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 Strong customer-handling and escalation-management abilities. N Positive 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. Nn Preferred Experience Nn Experience managing a high-volume customer support team. N Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platforms. N Experience with supportdashboards, reporting, and performance analytics. N Knowledge of process improvement and root-cause analysis. N

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