Customer Service Team Lead

Customer Support Team Lead
Company: Justvend Private Limited
Location: Bangalore
Experience: 2 to 3 years as a Customer support Manager/Team Lead / Senior Customer Support
Department: Customer Support
Employment Type: Full-time
Role Overview
We are looking for an experienced and customer-focused Customer Support Team Lead to manage and lead the customer support team across Inbound, Outbound, Email, and Chat Support channels. The ideal candidate should have strong team-handling skills, excellent communication abilities, and proficiency in English, Hindi, and Kannada.
Key Responsibilities
Team Management & Leadership

• Lead, mentor, and monitor the day-to-day performance of the Customer Support team.
• Allocate work, manage shifts, and ensure adequate support coverage across all channels.
• Conduct regular team briefings, performance reviews, and coaching sessions.
• Track individual and team KPIs and drive improvements in productivity and service quality.
• Identify training requirements and provide continuous feedback to team members.
• Ready to work 6 days a week In fast paced environment and Eager to grow with company .

Customer Support : Inbound & Outbound

• Supervise inbound customer calls and ensure timely and effective resolution of queries and complaints.
• Monitor outbound calls for customer follow-ups, issue resolution, feedback collection, and service-related communication.
• Handle escalated customer complaints and ensure appropriate resolution within defined timelines.
• Ensure professional, courteous, and customer-centric communication at all times.

Email & Chat Support

• Oversee customer queries received through email and chat platforms.
• Ensure responses are accurate, professional, and provided within defined SLA timelines.
• Monitor the quality and turnaround time of email and chat interactions.
• Maintain consistency in customer communication across all support channels.

Customer Complaint & Escalation Management

• Take ownership of critical and escalated customer issues.
• Coordinate with Operations, Warehouse, Sales, Technology, and other internal teams for resolution.
• Track recurring customer issues and identify root causes.
• Recommend process improvements to reduce complaints and improve customer experience.

MIS, Reporting & Performance Monitoring

• Prepare and maintain daily/weekly/monthly customer support reports.
• Monitor key metrics such as SLA, AHT, CSAT, response time, resolution time, productivity, and customer complaints.
• Analyze team performance and share actionable insights with management.
• Ensure accurate documentation of customer interactions and resolutions.

Required Skills & Qualifications

• 2 to3 years of experience in Customer Support, preferably with Team Lead / supervisory experience.
• Mandatory proficiency in Kannada, Hindi, and English ,both verbal and written communication.
• Strong experience in Inbound, Outbound, Email, and Chat Support.
• Excellent team management and people-handling skills.
• Strong problem-solving and escalation-management abilities.
• Good knowledge of customer service processes, SLAs, and support KPIs.
• Comfortable working with CRM, ticketing systems, MS Excel, and customer support dashboards.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong communication, interpersonal, and coordination skills.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• SLA adherence
• Response and resolution time
• Team productivity
• Quality of customer interactions
• Complaint and escalation resolution
• Attendance and team adherence

Preferred Candidate Profile
A proactive and responsible team leader who can take ownership of customer issues, motivate the support team, coordinate effectively with internal departments, and consistently deliver a high-quality customer experience.