Escalation Customer Support Team Leader

Role Overview:

The Escalation Customer Support/Sales Team Leader will own the end-to-end handling of high-priority and complex customer escalations, lead a small team of escalation specialists'/support executives, and work closely with Operations, Product, and Client Success to ensure timely, compliant, and customer-friendly resolutions.

Team Leadership & People Management

- Lead a team of Escalation Specialists / Senior Support Executives (typically 612 members).
- Set daily/weekly targets for resolution time, first-response time, CSAT/NPS on escalated cases, and quality scores.
- Monitor calls/chats/emails, provide real-time coaching, and conduct structured 1:1s and performance reviews.
- Identify training needs, create escalation playbooks,



and run calibration sessions for quality and tone.

- Team Leader experience in the Customer Support domain is mandatory
- Experience in handling customer escalations
- Solid knowledge of KPIs, SLAs, CSAT and productivity
- Team handling, coaching and performance management skills

-KPI / SLA / CSAT Knowledge -Excellent English & Hindi Communication

-Strong Analytical & Problem-Solving Skills

Work Location: Kadubeesanahalli, Bengaluru

Immediate Joiners Preferred

Contact -Radhika TR -(phone hidden)

[email protected]

📌 Team Lead (Bengaluru)
🏢 globiva
📍 Bengaluru