Team Lead L1 & L2 Voice Support | Payments | Bangalore

Job description

Role & responsibilities

• Handle inbound voice calls and emails regarding payment-related queries
• Act as the first point of contact (L1 & L2) , ensuring a professional and helpful experience
• Follow Standard Operating Procedures (SOPs) to diagnose, troubleshoot, and resolve routine payment issues
• Log, track, and manage support tickets/requests accurately in the case management system
• Provide timely status updates and follow-ups on open requests
• Identify issues that require escalation to L2/L3 teams and hand off with complete context
• Maintain accurate documentation of interactions, resolutions, and escalations
• Meet defined SLAs for response time, resolution time, and call quality
• Adhere to compliance, confidentiality, and regulatory requirements applicable to banking/payments data
• Will be handing a team of 5-8 people

Preferred candidate profile

• 7 -9 years years of experience in a voice-based customer support / BPO role (banking, payments, or financial services preferred)

• Candidate should have prior experience in handling a team of 5-9 people .

• Strong verbal and written communication skills in English

• Basic understanding of payment systems (e.g., EFT, wire transfers, ACH, bill payments) is a plus

• Ability to follow structured SOPs and escalation matrices

• Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Zendesk) preferred

• Strong active listening and problem-solving skills

• Ability to multitask across calls, emails, and ticket update

• Comfortable working in a metrics-driven environment (AHT, FCR, CSAT)

• Experience with CRM/ticketing systems specific to financial services

• Prior experience in a nightshift/international voice process role

Note :- We are looking for immediate joiners only .