Team Leader – Customer Support Summary We are seeking a seasoned and people-focused Team Leader to oversee a group of 10 to 15 Community Operations Specialists, ensuring top-tier operational performance. This position is pivotal for maintaining high standards within a dynamic, round-the-clock customer support setting. The successful candidate will be responsible for supervising team output, enhancing the customer journey, and spearheading initiatives for ongoing process refinement. Responsibilities
• Team Leadership: Direct the growth and development of a support team of 10–15 specialists, overseeing overall productivity and delivering consistent coaching and performance feedback.
• Performance Optimization: Pinpoint areas of underperformance and formulate targeted plans to address gaps, ensuring the team meets its goals.
• Metrics Monitoring: Track critical operational indicators including Service Level Agreements (SLA), quality scores, productivity rates, Average Handle Time (AHT), and customer satisfaction levels.
• Data-Driven Decisions: Evaluate team performance trends to leverage data insights for boosting operational efficiency.
• Compliance: Guarantee strict adherence to established processes and operational protocols.
• Quality & Development:



Collaborate with Quality Assurance and Training departments to bolster team capabilities and operational effectiveness.
• Subject Matter Expertise: Serve as the primary resource for resolving complex process-related inquiries.
• Cross-Functional Collaboration: Partner with various departments to align on business goals, communicating operational hurdles and actionable insights.
• Project Execution: Handle ad-hoc projects and lead process improvement efforts.
• Innovation: Continuously seek out opportunities to elevate customer experience and operational speed, driving the implementation of new initiatives and ensuring team compliance. Requirements
• Possess a completed graduation degree.
• Have at least one year of experience in people or process management, customer support, analytics, stakeholder relations, or project management.
• Demonstrate mandatory proficiency in both English and Hindi.
• Possess Telugu language capabilities as a distinct advantage.
• Exhibit solid analytical thinking and problem-solving skills.
• Maintain a solid grasp of customer support operations and key performance indicators.
• Show capability to lead a team within a high-pressure, rapid-paced environment.
• Be fully available and adaptable to 24/7 rotational shift schedules. Benefits Salary upto 45k in hand + pf + incentives

📌 Team Lead (India)
🏢 2COMs
📍 India