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 setting

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 (India)
🏢 Connect & Heal
📍 India