Customer Support Team Lead

Company Description Life Pharmacy is one of the largest retail pharmacy chains in the Middle East, operating over 500 pharmacies, health and wellness stores, and hypermarkets. The company offers a broad range of healthcare products, including medicines, cosmetics, lifestyle items, and medical equipment, supported by leading global brands. Its outlets are designed to provide a welcoming environment and customer-focused service that aligns with international best practices. Life Pharmacy aims to deliver a superior customer experience through competitive prices, special offers, and value-added services such as free home delivery, health screening, skin and hair analysis, and access to drug information.

Role Description The Customer Support Team Lead is a full-time, on-site role based in the Regional Office at Kollam,

This role oversees daily customer support operations, ensuring timely and effective responses to inquiries across channels such as phone, email, and online platforms. The Team Lead guides and mentors support staff, sets performance targets, manages schedules, and monitors service quality to maintain high customer satisfaction. Responsibilities include handling escalated issues, analyzing support metrics to identify trends, and implementing process improvements. The role also involves coordinating with technical, retail, and pharmacy teams to resolve complex cases and ensure consistent customer experience in line with Life Pharmacy's service standards.

Qualifications

• Strong Customer Support and Customer Satisfaction skills, with experience leading service-focused teams.
• Demonstrated Analytical Skills to interpret support data, track performance, and propose operational improvements.
• Excellent Communication abilities, including clear written and verbal interaction with customers and colleagues.
• Experience in Technical Support environments, preferably in retail, healthcare, or pharmacy-related settings.
• Proven team leadership experience, including coaching, performance management, and conflict resolution.
• Familiarity with CRM or ticketing systems and basic proficiency in commonly used office software tools.
• Bachelor's degree in business, healthcare, communications, or a related field, or equivalent practical experience.
• Ability to work on-site in the United Arab Emirates and collaborate effectively in a diverse, multicultural environment.