About the Role

We are looking for an experienced and responsible Customer Support Team Leader to lead our customer support team handling Australian clients. The ideal candidate should have strong communication skills, leadership experience, and the ability to manage daily operations while ensuring high-quality customer service.

The Team Leader will be responsible for managing team performance, handling escalations, monitoring customer interactions, and ensuring that support queries are resolved within defined timelines.

Key Responsibilities

- Lead, manage, and motivate the Customer Support team.
- Allocate daily tasks and monitor team workload.
- Monitor team attendance, productivity, response time, and overall performance.
- Handle escalated customer complaints and complex support issues.
- Communicate directly with Australian clients through calls, emails, and chats when required.
- Ensure professional and timely responses to customer queries.
- Monitor customer interactions and provide regular feedback and coaching to team members.
- Conduct team briefings and communicate process updates.
- Identify recurring customer issues and coordinate with relevant internal teams for resolution.
- Maintain proper records of customer complaints, escalations, and resolutions.
- Prepare and share daily/weekly/monthly team performance reports.
- Ensure the team follows company policies, SOPs, and service standards.
- Support new employee training, onboarding, and process knowledge.




- Conduct performance reviews and identify training requirements.
- Coordinate with management and other departments to resolve operational issues.
- Ensure proper handover and follow-up of pending customer issues.
- Take ownership of team targets, customer satisfaction, and service quality.

Requirements
- 3–6 years of experience in Customer Support, with at least 1–2 years in a Team Leader/Senior role.
- Experience handling Australian clients/customers is highly preferred.
- Excellent verbal and written English communication skills.
- Explicit and professional communication suitable for Australian customers.
- Experience handling direct client communication through calls, emails, and chats.
- Strong problem-solving and escalation-handling skills.
- Good leadership and people-management skills.
- Ability to monitor KPIs and prepare performance reports.
- Comfortable working in an early morning shift.
- Strong knowledge of MS Excel/Google Sheets and customer support tools.
- Ability to work under pressure and manage multiple priorities.

Key Skills
- Team Leadership
- Customer Relationship Management
- Australian Client Handling
- Escalation Management
- Communication Skills
- Problem Solving
- Conflict Resolution
- Performance Management
- Coaching & Training
- Reporting & MIS
- Time Management
- Decision Making

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person

📌 Customer Service Team Leader (Sahibzada Ajit Singh Nagar)
🏢 Ainextor Private
📍 Sahibzada Ajit Singh Nagar