Team Lead - Customer Support Operations - Email, Chat & Escalations

We are seeking an experienced Team Lead - Customer Support Operations to manage and drive service excellence across Email, Chat, and Escalation Management functions. The role involves leading a customer support team, ensuring timely issue resolution, maintaining service quality standards, monitoring operational performance, and driving continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Key Responsibilities

Customer Support Operations

• Lead and manage day-to-day customer support operations across Email and Chat channels.
• Ensure timely and accurate responses to customer queries while meeting defined Service Level Agreements (SLAs).
• Monitor queue performance, workload distribution, and productivity metrics.
• Drive customer satisfaction by ensuring high-quality support and effective issue resolution.
• Handle and resolve complex customer escalations with a customer-centric approach.

Team Management & Coaching

• Manage, mentor, and develop a team of customer support executives.
• Conduct regular performance reviews, feedback sessions, and coaching programs.
• Identify training needs and implement development plans to improve team capability.
• Foster a culture of accountability, collaboration, and customer excellence.

Escalation & Complaint Management

• Act as the primary point of contact for customer escalations and critical issues.
• Perform root cause analysis (RCA) to identify recurring customer concerns.
• Coordinate with internal stakeholders to ensure timely resolution of escalated cases.
• Implement corrective and preventive actions to reduce repeat escalations.

Quality & Process Excellence

• Monitor and audit customer interactions to ensure quality and compliance standards.
• Track key performance indicators (KPIs) related to quality, productivity, customer satisfaction, and SLA adherence.
• Identify process gaps and drive continuous improvement initiatives.
• Support automation and workflow enhancement projects to improve operational efficiency.

Reporting & Stakeholder Management

• Prepare and present operational, quality, and performance reports.
• Analyze customer feedback, service trends, and escalation data to generate actionable insights.
• Collaborate with cross-functional teams to improve customer experience and service delivery.
• Provide regular updates to leadership on operational performance and improvement initiatives.

Required Skills

• Customer Support Operations Management
• Email & Chat Support
• Escalation Management
• Team Leadership & People Management
• Customer Complaint Resolution
• Root Cause Analysis (RCA)
• Quality Auditing & Compliance
• SLA & KPI Monitoring
• Reporting & Data Analysis
• Advanced MS Excel, PowerPoint & Reporting Tools
• Stakeholder Management
• Process Improvement & Customer Experience Management

Preferred Profile

• Graduate/Postgraduate/MBA with 6-10 years of experience in Customer Support, Contact Center Operations, Customer Experience, or Service Operations.
• Minimum 2-3 years of team handling experience must.
• Strong experience in Email Support, Chat Operations, Escalation Handling, and Customer Service Quality.
• Excellent analytical, problem-solving, communication, and stakeholder management skills.
• Experience in BPO, Shared Services, Banking Operations, Financial Services, FinTech, or Customer Experience environments preferred.

Thanks & Regards,

Muniyandi Lakshmanan

Human Resources (Talent Acquisition)

[email removed]

Website: www.kfintech.com