Position: Team Lead – Customer Support
Department: Customer Support / Customer Experience
Experience: 3–6 Years
Location: Kudlu Gate, Bangalore
Employment Type: Full time
Industry: BFSI / FinTech / Lending

About the Role

We are looking for an experienced and customer-focused Team Lead – Customer Support to lead a team of customer support professionals and ensure the delivery of a high-quality customer experience.

The ideal candidate will be responsible for team performance, service quality, productivity, customer escalations, and people development. The role requires strong leadership, communication, analytical, and problem-solving skills.

Key Responsibilities

- Lead, manage, and motivate a team of Customer Support Executives to achieve defined performance and service targets.
- Monitor daily team performance, productivity, quality, attendance, and service-level metrics.
- Conduct regular team huddles, one-on-one discussions, coaching sessions, and performance reviews.
- Track key customer support metrics such as CSAT, AHT, FCR, SLA, productivity, and quality scores.
- Handle customer escalations and ensure timely and effective resolution of complex customer issues.
- Identify recurring customer issues and work with relevant stakeholders to improve processes and customer experience.
- Ensure the team follows defined SOPs, policies, compliance requirements, and quality standards.
- Analyze team performance reports and identify gaps, trends, and improvement opportunities.
- Drive corrective and preventive actions to improve service quality and operational efficiency.
- Support onboarding, training, and continuous development of team members.
- Work closely with Operations, Quality, Training, Product,



and other internal teams to resolve operational challenges.
- Maintain high levels of employee engagement and build a positive, performance-driven team culture.
- Prepare and share regular performance reports and business updates with management.

Requirements

- 3–6 years of experience in Customer Support / Customer Service / Contact Center / BPO operations.
- Minimum 1–2 years of experience in a Team Lead or people-management role.
- Experience managing a team in a high-volume customer support environment.
- Strong understanding of customer service and contact-center metrics such as CSAT, AHT, FCR, SLA, productivity, and quality.
- Strong customer escalation and complaint-resolution skills.
- Excellent verbal and written communication skills.
- Good analytical and problem-solving abilities.
- Solid people-management, coaching, and team-motivation skills.
- Ability to work in a fast-paced, target-driven environment.
- Experience in BFSI, FinTech, lending, or financial services will be an added advantage.

Key Competencies

- People Management
- Customer Experience
- Escalation Management
- Performance Management
- Coaching & Mentoring
- Quality Management
- Data & Performance Analysis
- Process Improvement
- Stakeholder Management
- Communication & Problem Solving

What We Offer

- Opportunity to work in a fast-growing and dynamic organization.
- Ownership of a high-impact customer support function.
- Growth opportunities within the Customer Experience and Operations function.
- Collaborative and performance-driven work setting.

Pay: ₹11,000.00 - ₹50,000.00 per month

Benefits:

- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Team Lead - Customer Support (Kudlu Gate)
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📍 Kudlu Gate