Team Lead- Operations

Role & responsibilities

• Lead, manage, and mentor a team against customer queries.
• Handle and resolve complex customer complaints and escalations.
• Ensure customer queries are addressed within defined TAT and SLA.
• Monitor calls, emails, chats, and other customer interactions for quality and accuracy.
• Identify knowledge gaps and arrange training/coaching for team members.
• Prepare and share daily/weekly/monthly reports on team performance and customer issues.
• Coordinate with Operations, Compliance, Finance, Technology, and other internal teams for issue resolution.
• Track recurring customer issues and recommend process improvements.
• Ensure the team follows company policies, SOPs, and customer service guidelines.
• Maintain proper documentation of complaints, escalations, and resolutions.
• Support workforce planning and allocation of tasks within the team.
• Assist management in developing and improving customer support processes.
• Ensure a professional, customer-focused, and positive team environment.

Preferred candidate profile

• Bachelor's degree in any discipline, post- graduation degree an added advantage.

• 6-8 years of experience in customer service/customer support, preferably with at least 12 years in a team-lead or supervisory role.

• Strong communication skills, both written and verbal.

• Excellent customer handling and escalation management skills.

• Strong leadership and team management abilities.

• Good problem-solving and decision-making skills.

• Ability to work under pressure and manage multiple priorities.

• Strong analytical and reporting skills.

• Good knowledge of MS Excel/Google Sheets and customer support tools/CRM.

• Experience in fintech, payments, banking, remittances, or financial services will be an advantage.