About the Role

We are looking for an experienced Team Leader Customer Support with a robust background in NBFC, Banking, or Financial Services. The candidate will be responsible for managing the customer support team, achieving operational KPIs, handling escalations, and ensuring excellent customer service.

Key Responsibilities

- Lead, mentor, and manage the Customer Support team.

- Monitor SLA, KPI, productivity, and team performance.

- Handle customer escalations and ensure timely resolution.

- Conduct team huddles, coaching, and performance reviews.

- Monitor call quality, email/chat interactions, and service standards.

- Prepare daily, weekly, and monthly MIS reports.

- Identify training requirements and improve team performance.

- Coordinate with internal teams to resolve operational issues.

- Ensure compliance with company policies and applicable NBFC guidelines.

- Drive customer satisfaction and process improvement initiatives.

Mandatory Requirements

- 3+ years of experience as a Team

📌 TL- Customer Support (Gurugram)
🏢 Bridgexcel
📍 Gurugram