Roles & Responsibilities

1. Team Management

- Lead, motivate, and manage the customer support team.
- Allocate daily tasks, shifts, and workloads among team members.
- Monitor attendance, punctuality, and team discipline.
- Conduct regular team meetings and provide performance feedback.

2. Customer Service

- Ensure customers receive timely, qualified, and accurate support.
- Handle escalated customer complaints and complex issues.
- Ensure customer queries are resolved within agreed SLA/TAT.
- Monitor customer satisfaction and identify recurring issues.

3. Performance Management

- Track individual and team KPIs, such as:

- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Quality Score
- Response/Resolution Time
- Productivity

- Prepare and share performance reports with management.
- Identify performance gaps and implement improvement plans.

4. Quality & Process Improvement

- Conduct call/chat/email quality audits.
- Ensure team members follow company policies and support processes.
- Identify process gaps and recommend improvements.
- Maintain consistency in customer communication and service quality.

5. Training & Development

- Train new employees on products, processes, systems, and customer-handling techniques.
- Conduct refresher training based on quality and performance gaps.
- Coach team members to improve their communication and problem-solving skills.

6. Escalation Management

- Take ownership of high-priority and escalated customer issues.
- Coordinate with other departments such as Operations, Sales, Technical Support,



Billing, and IT for resolution.
- Keep customers updated until the issue is resolved.

7. Reporting & MIS

- Prepare daily, weekly, and monthly performance reports.
- Analyze team performance and customer-support trends.
- Share key updates, challenges, and action plans with management.

8. Team Coordination

- Act as the communication bridge between management and support executives.
- Ensure new policies, process changes, and management instructions are communicated to the team.
- Coordinate with other teams to ensure smooth operations.

9. Compliance & Documentation

- Ensure employees follow company policies, data-security requirements, and customer-service guidelines.
- Maintain proper records of escalations, feedback, coaching, and performance discussions.

10. Key Skills Required

- Leadership and people management
- Excellent verbal and written communication
- Customer complaint handling
- Problem-solving and decision-making
- Conflict management
- Coaching and mentoring
- MIS/reporting and analytical skills
- Knowledge of CRM and ticketing systems
- Ability to work under pressure and meet SLAs

Short Job Description

Customer Support Team Leader is responsible for managing the support team, monitoring KPIs and service quality, handling escalations, coaching team members, ensuring SLA compliance, and coordinating with internal departments to deliver a consistent and satisfactory customer experience

Preferred candidate profile

Immedate joiner and Must have experience customer support as Teamleader/Teamlead

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