Customer Service Team Lead in Delhi

Position Title: Customer Service Team Lead

Location: 2E/18 , Jhandewalan Extension, Near Metro Station Gate No. 2, New Delhi – 110055

Job Type: Full-time

About BookLeaf Publishing

BookLeaf Publishing is a growing self-publishing platform that helps authors publish, distribute, and promote their books globally. Our goal is to provide authors with a smooth, transparent, and professional publishing experience. We value accountability, clear communication, teamwork, and a strong customer-first approach.

Role Overview

The Customer Service Team Lead will be responsible for supervising the day-to-day activities of the customer service team, ensuring timely resolution of author queries, maintaining service quality, and supporting team members in achieving their performance targets.

The ideal candidate should have prior experience handling customer service operations, leading a team, managing escalations, and ensuring consistent communication with customers. The candidate will act as the primary point of coordination between customer service executives and internal departments to ensure a seamless author experience.

Key Responsibilities

• Lead and supervise the customer service team, assign responsibilities, monitor daily work, and ensure timely completion of tasks.

• Monitor incoming customer queries, track pending tickets, and ensure timely and accurate responses and resolutions.

• Handle complex queries, sensitive cases, and escalations from authors while ensuring professional and solution-oriented communication.

• Track individual and team performance, including response time, resolution time, pending tickets, quality of communication, and customer feedback.

• Guide and mentor customer service executives on communication skills, product knowledge, query resolution, and customer handling.

• Review email responses, ticket resolutions, and customer interactions to maintain consistent service standards.

• Maintain and share daily or periodic reports on ticket status, unresolved queries, team performance, and recurring customer concerns.

• Coordinate with publishing, technical, sales, and operations teams to resolve author issues and ensure timely updates.

• Ensure the team follows established SOPs, communication guidelines, escalation procedures, and internal workflows.

• Ensure no customer query remains unattended and that pending cases are followed up on until resolution.

• Identify recurring complaints and service gaps and recommend practical improvements to enhance the author experience.

• Ensure team members follow working hours, reporting procedures, task assignments, and performance expectations.

Required Skills and Qualifications

• Bachelor's degree in any discipline.

• 3–5 years of experience in customer service, customer support, or client servicing.

• At least 1 year of experience in a team-leading or supervisory role.

• Previous experience managing or supervising a team of customer service executives.

• Strong written and verbal communication skills, particularly in English.

• Experience handling customer escalations, complaints, and high-priority clients.

• Ability to monitor team productivity, manage workloads, and ensure timely query resolution.

• Familiarity with CRM platforms, ticketing systems, and customer communication tools.

• Strong organizational, problem-solving, and decision-making skills.

• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Preferred Experience

• Experience in publishing, education, e-commerce, client servicing, or SaaS-based businesses.

• Experience managing email-based customer support and ticketing operations.

• Familiarity with tools such as Freshdesk, Zendesk, HubSpot, Zoho Desk, or similar platforms.

• Experience preparing performance reports, monitoring KPIs, and improving team workflows.

Key Competencies

• Team leadership and supervision

• Customer-first mindset

• Strong communication and interpersonal skills

• Escalation and conflict management

• Problem-solving and decision-making

• Accountability and ownership

• Time management and prioritization

• Attention to detail

• Performance monitoring and reporting

• Process-oriented thinking

How to Apply

Interested candidates are invited to submit ([HIDDEN TEXT]) their updated CV along with a brief cover letter highlighting their customer service experience, team leadership responsibilities, and suitability for the role.