Job Description Position: Team Lead - TL
N Process: International Process
N Industry: E-commerce
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 n Key Responsibilities
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- 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 recent team members. N

n n Candidate Requirements
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- 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
- Good 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. N

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📌 Team Lead | E-Commerce 3+ Years (Surat)
🏢 PineQ Lab Technology
📍 Surat