Company: Rightways Air Logistics Pvt. Ltd. Location: Viman Nagar, Pune Job Type: Full-time | On-site

Role Overview The Team Manager – Customer Support will be responsible for managing the Customer Support team, ensuring excellent customer service, resolving customer queries and escalations, monitoring team performance, and maintaining high levels of customer satisfaction.

Key Responsibilities

- Manage and supervise the Customer Support team to ensure smooth day-to-day operations.
- Monitor team performance, productivity, attendance, and service quality.
- Handle and resolve complex customer queries, complaints, and escalations.
- Ensure timely and accurate responses to customer inquiries.
- Guide and support team members in troubleshooting customer issues and providing appropriate solutions.
- Maintain high standards of customer satisfaction and service delivery.
- Coordinate with internal teams and branches to resolve shipment-related customer issues.
- Track pending customer complaints and ensure timely closure.
- Identify recurring customer issues and suggest improvements in processes.
- Train, coach, and mentor Customer Support Executives to improve their performance.
- Prepare and monitor team performance reports and relevant MIS.
- Ensure the team follows company processes, communication standards, and customer service guidelines.
- Work effectively in a fast-paced logistics environment.





Required Skills & Qualifications

- Previous experience in Customer Support / Customer Service, preferably in a team-handling or supervisory role.
- Strong communication and interpersonal skills.
- Excellent customer-handling and conflict-resolution skills.
- Solid problem-solving and decision-making abilities.
- Ability to manage, motivate, and guide a team.
- Proactive approach with the ability to work under pressure.
- Good coordination and follow-up skills.
- Experience in the logistics/air logistics industry will be an added advantage.
- Bachelor's degree in a relevant field is preferred.
- Good working knowledge of English and Hindi.

Key Competencies

- Team Management
- Customer Relationship Management
- Communication Skills
- Problem Solving
- Conflict & Escalation Management
- Performance Monitoring
- Coordination & Follow-up
- Leadership & Decision Making

Job Type: Full-time Work Location: Viman Nagar, Pune Pay Scale: Best in the Industry Benefits: Provident Fund Languages: English & Hindi preferred Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits

- Provident Fund

Experience:
- Logistics: 2 years (Required)

Location:
- Pune, Maharashtra 411014 (Required)

Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)

Work Location: In person

📌 Team Lead - Customer Support (Pune)
🏢 Stack Track india Private
📍 Pune