Senior Team Leader, Customer Support

About Company:

Westbury Kommerce (Westbury Holdings Pvt Ltd) was set up as an Online Retail Business and Solution provider for Brands, with an end-to-end integrated business solution for B2C eCommerce & Omnichannel. We provide seamless integration of technology, sales, merchandise, operations, and supply chain management to enable brands to manage their eCommerce business – including the brand's own websites, Omni Channel solutions, retail store integration, and marketplace integration. Website – www.westburykommerce.com

Position Title: Team Leader, Customer Support (Multi-Site)

Reports to: Customer Service Manager

Location: Bangalore

Team: 30 in-house Customer Service Associates

Channels: Voice, Email, Chat, WhatsApp, Social Media

Experience: 8+ years in CS, including 3+ years as Team Leader

Responsibilities:

Daily Operations:

• Own rosters, shift planning and attendance for the in-house team.
• Monitor queues, backlogs and SLAs across all channels in real time.
• Balance volume and staffing; plan for sale and festive peaks.

Customer First:

• Put the customer at the centre of every decision, process and policy.
• Empower associates to resolve issues on the first contact with clear ownership and judgement.
• Represent the voice of the customer to internal teams to fix recurring pain points.

Customer Satisfaction:

• Drive CSAT and NPS improvement across both sites against monthly targets.
• Review customer feedback and survey verbatims daily; close the loop with detractors.
• Ensure a consistent, premium brand experience on every channel and touchpoint.

Partner Coordination:

• Act as the brand's day-to-day point of contact for the partner TL.
• Enforce common SOPs, policies and response templates.
• Track partner SLAs, join daily calls and monthly reviews.

Escalation Management:

• Own the escalation matrix and handoffs between sites and internal teams.
• Personally handle critical cases: social media, consumer forum/legal and management-desk escalations.
• Close escalations within TAT and fix root causes of repeats.

People & Quality:

• Lead, coach and review the in-house team, drive engagement and control attrition.
• Run audits and calibrations across both sites with the Quality team.
• Act on CSAT/NPS detractors and recurring complaints.

Reporting & Cross-Functional:

• Publish consolidated daily, weekly and monthly MIS for both sites.
• Resolve issues with Logistics, Warehouse, Returns, Finance and Tech; follow up couriers on NDR/RTO.
• Improve SOPs and drive contact-reduction initiatives.

Success Measures:

Measured across both sites on SLA adherence, FRT, AHT, FCR, CSAT/NPS, escalation closure TAT, quality scores, backlog ageing, and in-house attendance and attrition.

Job Requirements:

• 8+ years in customer service, including 3+ years as a TL managing 20+ associates.
• Prior experience in E-commerce, D2C, or Fashion Retail is mandatory and preferred.
• Hands-on experience working with an outsourced BPO partner.
• Strong grip on CS metrics and helpdesk tools (Freshdesk, Zendesk, Kapture or similar).
• Clear understanding of the order lifecycle: shipping, NDR, RTO, returns and refunds.
• Advanced Excel / Google Sheets for MIS.
• Excellent English and Hindi; graduate in any discipline.
• Calm under pressure; able to influence a partner team without direct authority.

Soft Skills:

• Excellent verbal and written communication with customers, partners and stakeholders.
• Empathy and active listening when handling distressed or irate customers.
• Strong ownership, accountability and a solution-oriented mindset.
• Leadership and coaching ability to motivate and develop a team.
• Sound judgement, decision making and conflict resolution.
• Collaboration and stakeholder management across functions and sites.
• Adaptability and composure in a fast-paced, high-volume environment.