Team Lead - Customer Support

Job Summary

Team Lead - Customer Support

We are looking for an experienced and customer-focused Team Lead - Customer Support to lead our 24x7 customer support operations. The ideal candidate will be responsible for managing daily support activities, leading a team of customer support executives, ensuring service level adherence, handling customer escalations, driving process improvements, and maintaining high standards of customer satisfaction. The Team Lead will oversee support across multiple communication channels, including Email, Voice, WhatsApp, VKYC, and Salesforce Service Cloud, while ensuring operational efficiency and continuous team development.

Experience: 4-7 Years in Customer Support / Customer Service Operations, with at least 1-2 years in a Team Lead or supervisory role.

Location: Mumbai (HO)

Key Responsibilities

• Lead and supervise the Customer Support team in a 24x7 operational environment.
• Manage shift rosters, attendance, leave planning, and workforce allocation.
• Monitor customer support channels including Email, Voice, WhatsApp, VKYC, and CRM.
• Ensure adherence to SLAs, First Response Time, and Resolution Time targets.
• Handle customer escalations and coordinate with internal teams for timely resolution.
• Monitor ticket queues, backlog, ageing, and agent productivity through Salesforce Service Cloud.
• Prepare and share Daily, Weekly, and Monthly MIS and performance reports.
• Conduct quality reviews of customer interactions and provide coaching and feedback.
• Organize regular training sessions on products, processes, and customer service best practices.
• Maintain and update the Salesforce Knowledge Base, SOPs, and training documentation.
• Drive process improvements to enhance operational efficiency and customer experience.
• Collaborate with cross-functional teams to ensure seamless customer support operations.

Required Skills Competencies

• Strong leadership and people management skills
• Excellent verbal and written communication
• Customer-centric mindset
• Strong analytical and problem-solving abilities
• Effective stakeholder management
• Escalation handling and conflict resolution
• Workforce planning and shift management
• Quality monitoring and coaching
• Reporting and MIS preparation