This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Email Customer Support Team Lead based in India.

This role offers the chance to lead the day-to-day operations and performance of a customer support team focused on email and ticket-based service. You will oversee coverage, ticket distribution, response times, service levels, quality, and overall team productivity while maintaining a consistently positive customer experience. The position combines hands-on customer support leadership with coaching, quality assurance, escalation management, reporting, and process improvement. You will help team members strengthen their written communication, judgment, and ability to resolve complex customer concerns. By using performance data and customer insights, you will identify recurring issues and opportunities to improve workflows and efficiency. This is a full-time remote role suited to an organized, proactive leader who can balance operational targets with empathy and service quality.

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Accountabilities:





• Oversee the daily workflow, staffing coverage, and ticket distribution of the Email Customer Support team.

• Monitor ticket volume, response and resolution times, productivity, service levels, and SLA adherence.

• Ensure customer inquiries are assigned appropriately and resolved within expected timeframes.

• Review customer interactions for accuracy, professionalism, empathy, brand voice, documentation quality, and resolution effectiveness.

• Provide real-time coaching, constructive feedback, and guidance to improve team performance and written communication.

• Conduct regular one-on-one meetings to support employee development, address performance gaps, and reinforce expectations.

• Handle escalated, complex, sensitive, or unresolved customer concerns and guide agents through appropriate resolutions.

• Ensure adherence to customer service policies and procedures related to orde

📌 Email Customer Support Team Lead (India)
🏢 Jobgether
📍 India