Job Title: Customer Support Team Lead

Location: Bhopal

Roles and Responsibilities:

- Lead and manage the customer support team to ensure high-quality service and timely resolution of queries.
- Oversee inbound and outbound calls to assist customers and provide product/service information.
- Monitor team performance, call quality, and ensure achievement of daily, weekly, and monthly targets.
- Handle escalations, complaints, and complex customer issues professionally and efficiently.
- Ensure proper tracking, follow-ups, and closure of customer queries and support tickets.
- Maintain accurate records of customer interactions and team performance in CRM systems.
- Collaborate with sales and other teams to improve customer experience and support conversions.
- Train, mentor, and guide team members to enhance productivity and communication skills.
- Prepare reports,



analyze data, and identify areas for process improvement.
- Utilize tools like Exotel, cloud telephony systems, spreadsheets, and support ticketing platforms effectively.
- Ensure strong usage of Excel/Google Sheets for reporting and performance tracking.

Experience and Qualifications:

- Minimum 1–3 years of experience in customer support/telecalling, with team handling experience preferred.
- Excellent communication and leadership skills.
- Experience in customer support or telesales environments.
- Proficiency in CRM tools, Excel/Google Sheets, and support systems.
- Solid problem-solving and team management abilities.

📌 Team Lead - Customer Support (India)
🏢 TECH XR
📍 India