Team Lead - Customer Support

Role & 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.

Preferred candidate profile

• 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
• Ability to work in a fast-paced 24x7 operational environment
• Strong organizational and multitasking skills