We are looking for an experienced and customer-focused Team Lead – Customer Support to manage a team of customer support executives, ensure excellent customer service, monitor team performance, and resolve escalated customer issues. The ideal candidate should have robust leadership, communication, problem-solving, and customer relationship management skills.

- Key Responsibilities
- Lead, mentor, and manage a team of customer support executives.
- Monitor daily operations, team productivity, and service quality.
- Handle escalated customer complaints and ensure timely resolution.
- Track key performance indicators (KPIs), including CSAT, SLA, AHT, FCR, and TAT.
- Conduct regular team meetings, performance reviews, and coaching sessions.




- Ensure adherence to company policies, standard operating procedures (SOPs), and service standards.
- Prepare daily, weekly, and monthly performance reports.
- Coordinate with internal departments to resolve customer issues efficiently.
- Identify process gaps and recommend improvements to enhance customer satisfaction.
- Manage staffing, shift schedules, attendance, and workload allocation.
- Ensure consistent communication and a positive customer experience across support channels, including calls, emails, and chats.

📌 Team Lead - Customer Support (Bengaluru)
🏢 Xpheno
📍 Bengaluru