Job Summary:
The Customer Support Team Leader is responsible for managing a team of customer support executives, ensuring high-quality service delivery, and maintaining customer satisfaction. The role involves team supervision, performance monitoring, process improvement, and handling escalations.

Key Responsibilities:
1. Team Management & Leadership
- Supervise and manage a team of customer support executives
- Assign tasks, set targets, and monitor daily performance
- Conduct regular team meetings and one-on-one reviews
- Motivate and coach team members to achieve KPIs

2. Customer Support Operations
- Ensure timely and accurate resolution of customer queries
- Handle complex queries and escalations
- Maintain service standards and SLAs

3. Performance Monitoring & Reporting
- Track team performance metrics (TAT, CSAT, FCR, etc.)
- Prepare daily, weekly, and monthly MIS reports
- Identify performance gaps and implement improvements

4. Training & Development
- Train recent hires on processes, tools, and customer handling
- Conduct refresher sessions and skill development programs




- Provide continuous feedback and coaching

5. Process Improvement
- Identify areas for process optimization
- Work with management to improve workflows and customer experience
- Implement best practices and quality standards

6. Stakeholder Coordination
- Coordinate with internal departments (sales, operations, tech)
- Ensure smooth communication between teams
- Escalate critical issues to management when required

Required Skills & Qualifications:
- Bachelor’s degree in any discipline
- 3-6 years of experience in customer support/customer service
- Minimum 1-2 years of team handling experience
- Strong leadership and team management skills
- Excellent communication (verbal & written)
- Proficiency in CRM tools and MS Office

Key Competencies:
- Leadership & people management
- Problem-solving and decision-making
- Customer-centric approach
- Time and priority management
- Conflict resolut

📌 Team Leader (Nashik)
🏢 QTONET PRIVATE
📍 Nashik