Job Title: Customer Support Team Lead

Location: Bangalore

Employment Type: Full-time

Shift: [Day / Rotational]

Team Size: 8–15 agents (approx.)

Job Summary

We are looking for an experienced Customer Support Team Lead to manage and mentor a team of customer support executives. The ideal candidate will ensure service quality, meet SLAs, drive team performance, and act as the first level of escalation while maintaining a customer-first mindset.

Key Roles & Responsibilities

A. Team Management & Performance

- Lead, coach, and manage a team of customer support executives
- Monitor daily performance metrics including AHT, CSAT, FCR, SLA adherence
- Conduct regular 1:1s, performance reviews, and feedback sessions
- Prepare rosters and manage attendance to ensure adequate coverage

B. Operations & Service Delivery

- Ensure smooth handling of inbound/outbound calls, emails, and chats
- Act as the first point of escalation for customer issues
- Ensure adherence to processes, SOPs, and quality standards
- Identify gaps and drive process improvements

C. Quality, Training & Compliance

- Conduct call audits and quality checks




- Identify training needs and coordinate with training/QA teams
- Support onboarding and nesting of new joiners
- Ensure compliance with company policies and regulatory requirements

D. Reporting & Stakeholder Coordination

- Prepare and share daily/weekly MIS and performance reports
- Coordinate with internal teams (Operations, Product, Tech, QA) for issue resolution
- Share insights, trends, and improvement opportunities with management

Qualifications & Skills

- Graduate in any discipline (Postgraduate preferred)
- 5–8 years of experience in customer support, with 2–3 years as Team Lead
- Robust understanding of contact center metrics and SLAs
- Excellent communication, people management, and problem-solving skills
- Proficiency in MS Excel and CRM tools
- Ability to work in a fast-paced, target-driven environment

Preferred Skills

- Experience in BPO / Customer Support / Healthcare support (if applicable)
- Exposure to multi-channel support (voice, email, chat)

Skills:- Team leadership, Customer Service, Escalation management and Voice processing

📌 Team Lead- Customer Support (Bengaluru)
🏢 Connect & Heal
📍 Bengaluru