Job Summary : The Customer Support Team Leader is responsible for managing a team of customer support executives, ensuring high-quality service delivery, and maintaining customer satisfaction. The role involves team supervision, performance monitoring, process improvement, and handling escalations.

Key Responsibilities : 1. Team Management & Leadership

- Supervise and manage a team of customer support executives
- Assign tasks, set targets, and monitor daily performance
- Conduct regular team meetings and one-on-one reviews
- Motivate and coach team members to achieve KPIs

2. Customer Support Operations

- Ensure timely and accurate resolution of customer queries
- Handle complex queries and escalations
- Maintain service standards and SLAs

3. Performance Monitoring & Reporting

- Track team performance metrics (TAT, CSAT, FCR, etc.)
- Prepare daily, weekly, and monthly MIS reports
- Identify performance gaps and implement improvements

4. Training & Development

- Train new hires on processes, tools, and customer handling
- Conduct refresher sessions and skill development programs
- Provide continuous feedback and coaching

5. Process Improvement

- Identify areas for process optimization




- Work with management to improve workflows and customer experience
- Implement best practices and quality standards

6. Stakeholder Coordination

- Coordinate with internal departments (sales, operations, tech)
- Ensure smooth communication between teams
- Escalate critical issues to management when required

Required Skills & Qualifications :

- Bachelor’s degree in any discipline
- 3-6 years of experience in customer support/customer service
- Minimum 1-2 years of team handling experience
- Robust leadership and team management skills
- Excellent communication (verbal & written)
- Proficiency in CRM tools and MS Office

Key Competencies :

- Leadership & people management
- Problem-solving and decision-making
- Customer-centric approach
- Time and priority management
- Conflict resolution skills

Preferred Experience :

- Experience in BPO, e-commerce, SaaS, or service industry
- Familiarity with tools like Zendesk, Freshdesk, or Salesforce Service Cloud

KPIs / Performance Metrics :

- Customer Sa

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Customer Support Team Leader (Nashik)
🏢 QTONET PRIVATE
📍 Nashik