Customer Support - Team Lead

Job Title: Customer Support Team Lead Voice / Email / Ticket Support Experience

Required: 4+ Years

Languages Preferred: English, Hindi

About the Role: We are seeking an experienced Customer Support Team Lead to manage and guide a customer support team handling voice, email, and ticket-based support. The ideal candidate will be responsible for driving team performance, ensuring customer satisfaction, managing escalations, and maintaining operational excellence through effective reporting and process improvements.

Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and motivate a team of Customer Support Executives.
• Monitor individual and team performance against KPIs and SLAs.
• Conduct regular coaching sessions, performance reviews, and feedback discussions.
• Drive employee engagement and support team development initiatives.
• Manage shift schedules, attendance, and workforce planning.

Customer Support Operations

• Oversee inbound and outbound customer interactions via voice, email, and chat.
• Ensure timely and accurate resolution of customer queries.
• Monitor service quality and customer satisfaction metrics.
• Implement best practices to improve customer experience.

Ticketing & Case Management

• Oversee ticket allocation, prioritization, tracking, and closure.
• Ensure adherence to SLA timelines and escalation processes.
• Review aging tickets and drive resolution through coordination with internal teams.
• Analyze ticket trends and recommend process improvements.

Customer Escalation Management

• Act as the primary point of contact for high-priority customer escalations.
• Investigate complex issues and provide effective resolutions.
• Coordinate with technical, operations, and management teams for critical cases.
• Ensure proactive communication and updates to customers.

Reporting & Operational Management

• Prepare and present daily, weekly, and monthly performance reports.
• Track team productivity, customer satisfaction, and service metrics.
• Maintain operational documentation, SOPs, and process updates.
• Utilize MS Excel, Word, and PowerPoint for reporting and management reviews.
• Identify opportunities for process optimization and service improvement.

Quality & Compliance

• Monitor customer interactions and ensure adherence to quality standards.
• Conduct call audits, email reviews, and ticket quality checks.
• Ensure compliance with company policies and customer service guidelines.
• Support quality improvement initiatives and training programs.

Required Skills

• Strong experience in Voice Support, Email Support, and Ticket Management Tools (Zendesk, Freshdesk, ServiceNow, etc.).
• Proven experience in team handling and management.
• Excellent verbal and written communication skills.
• Strong customer escalation management experience.
• Good knowledge of MS Excel (Reporting, Pivot Tables, VLOOKUP), Word, and PowerPoint.
• Ability to analyze performance metrics and drive improvements.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Ability to work in rotational shifts if required.

Qualifications

• Any Graduate or equivalent qualification.
• Minimum 4+ years of experience in Customer Support Operations.
• Minimum 1-2 years of experience leading a customer support team.
• Experience in Voice, Email, and Ticketing Support environments is mandatory.

Preferred Qualities

• Strong leadership and mentoring capabilities.
• Customer-first mindset with excellent stakeholder management skills.
• Excellent organizational and reporting skills.
• Ability to work under pressure and manage multiple priorities.
• Positive attitude, ownership mindset, and result-oriented approach.

Key Performance Indicators (KPIs)

• SLA Adherence
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Ticket Closure Rate
• Escalation Resolution Time
• Team Productivity & Quality Scores
• Employee Engagement & Retention