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
Robust 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 quick-paced setting 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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