Position: Team Leader – Customer Support

Industry: NBFC

Department: Customer Support / Customer Service

Experience: 2–5 years

Location: Gurgaon

Employment Type: Full-Time

Reporting To: Customer Support Manager / Operations Manager

Contact Us : (phone hidden) or [email protected]

Job Summary

We are looking for an experienced and result-oriented Customer Support Team Leader to manage and supervise a team of Customer Support Executives in an NBFC environment. The candidate will be responsible for ensuring high-quality customer service, achieving team performance targets, resolving escalated customer issues, and maintaining compliance with company policies and regulatory requirements.

Key Responsibilities

- Lead, supervise, and manage a team of Customer Support Executives.
- Monitor daily team performance and ensure achievement of assigned KPIs and targets.
- Handle escalated customer queries, complaints, and service-related issues.
- Ensure timely resolution of customer complaints while maintaining service quality.
- Monitor calls and provide regular feedback, coaching, and training to team members.
- Track key metrics such as AHT, FCR, CSAT, call quality, productivity, attendance, and TAT.
- Prepare and share daily/weekly/monthly performance reports with management.
- Ensure that customer interactions are handled professionally and according to company policies.
- Coordinate with internal departments such as Operations, Collections, Credit, Sales, and Compliance for customer-related issues.
- Ensure proper documentation and updating of customer interactions in the CRM system.




- Identify performance gaps and implement corrective and improvement plans.
- Conduct team briefings and regular performance discussions.
- Support current-employee onboarding and process training.

Key Performance Indicators (KPIs)
- Team productivity
- Customer satisfaction / CSAT
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Call quality score
- Complaint resolution TAT
- Attendance and team adherence
- Escalation rate
- Team attrition
- Ensure adherence to company policies, data privacy requirements, and applicable NBFC/RBI guidelines.
- Maintain confidentiality of customer and financial information.
- Escalate critical or unresolved issues to the appropriate management team.Required Skills
- Excellent verbal and written communication skills.

Educational Qualification
- Graduate in any discipline.

Preferred Experience
- Strong team-management and leadership skills.
- 2–5 years of experience in customer support/customer service.
- Prior experience as a Team Leader is preferred.
- Experience in an NBFC, bank, fintech, lending, loan, or financial-services company will be an advantage.
- Good customer-handling and conflict-resolution abilities.
- Knowledge of CRM and customer-support systems.
- Good understanding of MIS and performance reports.
- Strong problem-solving and decision-making skills.
- Ability to work under pressure and meet targets.
- Good knowledge of MS Excel.
- Understanding of NBFC/financial-services processes and customer-service practices.

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits

- Food provided
- Provident Fund

Work Location: In person

📌 Customer Service Team Leader (Gurugram)
🏢 Ram Fincorp
📍 Gurugram