About Company:

Westbury Kommerce (Westbury Holdings Pvt Ltd) was set up as an Online Retail Business and Solution provider for Brands, with an end-to-end integrated business solution for B2C eCommerce & Omnichannel. We provide seamless integration of technology, sales, merchandise, operations, and supply chain management to enable brands to manage their eCommerce business – including the brand’s own websites, Omni Channel solutions, retail store integration, and marketplace integration. Website – www.westburykommerce.com

Position Title: Team Leader, Customer Support (Multi-Site)
Reports to: Customer Service Manager
Location: Bangalore
Team: 30 in-house Customer Service Associates
Channels: Voice, Email, Chat, WhatsApp, Social Media
Experience: 8+ years in CS, including 3+ years as Team Leader

Responsibilities:

Daily Operations:
• Own rosters, shift planning and attendance for the in-house team.
• Monitor queues, backlogs and SLAs across all channels in real time.
• Balance volume and staffing; plan for sale and festive peaks.

Customer First:




• Put the customer at the centre of every decision, process and policy.
• Empower associates to resolve issues on the first contact with explicit ownership and judgement.
• Represent the voice of the customer to internal teams to fix recurring pain points.

Customer Satisfaction:
• Drive CSAT and NPS improvement across both sites against monthly targets.
• Review customer feedback and survey verbatims daily; close the loop with detractors.
• Ensure a consistent, premium brand experience on every channel and touchpoint.

Partner Coordination:
• Act as the brand's day-to-day point of contact for the partner TL.
• Enforce common SOPs, policies and response templates.
• Track partner SLAs, join daily calls and monthly reviews.

Escalation Management:
• Own the escalation matrix and handoffs between sites and internal teams.
• Personally handle critical cases: social media, consumer forum/legal and management-desk escalations.
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📌 Senior Team Leader, Customer Support (Bengaluru)
🏢 Westbury Kommerce
📍 Bengaluru