We are looking for a dynamic and experienced Customer Support Team Leader to join the Lenskart family. This role involves leading a team of customer support representatives, ensuring exceptional service delivery, and driving overall team performance. The ideal candidate should have prior on-paper team-handling experience and a strong background in customer support operations.
Key Responsibilities:
- Lead and motivate a team of customer support executives to deliver excellent customer service.
- Create an inspiring team environment with open and effective communication.
- Set clear goals, monitor performance, and ensure targets are achieved.
- Manage day-to-day operations, performance tracking, and reporting of key operational metrics such as CSAT, Quality Scores, Shrinkage, and Attrition.
- Conduct regular coaching sessions, identify training needs, and ensure continuous skill development.
- Address and resolve escalated customer issues promptly and effectively.
- Build strong rapport with team members and stakeholders to maintain engagement and reduce attrition.
- Drive process improvements to enhance overall customer experience.
- Organize team-building activities to strengthen collaboration and morale.
- Ensure effective shift management to meet business requirements.
Requirements:
- Minimum 3–4 years of on-paper experience as a Team Leader in a customer support/contact center environment.
- Strong understanding of contact center operations and key performance metrics.
- Excellent communication, coaching, and problem-solving skills.
- Proven ability to manage and motivate teams to achieve performance goals.
- Proactive, well-organized, and comfortable working in a fast-paced environment.
- Strong customer-first mindset with a focus on quality and satisfaction.
Why Join Lenskart?
- Be part of one of India’s fastest-growing and most creative retail brands.
- Work with a passionate, high-performing customer success team.
- Opportunity for growth and development in a dynamic, customer-centric environment.
📌 Customer Support Team Lead (New Delhi)
🏢 Lenskart
📍 New Delhi
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