Team Lead

Job Title: Team Lead - International E-Commerce & Customer Support
Department: Operations / E-Commerce Support
Employment Type: Full-Time
Location: Jaipur (WFO)
Shift: Rotational Shifts

Job Purpose
The Team Lead will be responsible for overseeing day-to-day customer support operations for an international e-commerce account. This role requires managing a team of customer support representatives to ensure high performance, adherence to SLAs, and exceptional customer
satisfaction across multiple channels (Chat, Email, Voice, and Social Media). The ideal candidate brings strong BPO leadership experience, a deep understanding of international e-commerce workflows, and a track record of driving key metrics like CSAT, FCR, and AHT.

Key Responsibilities
Team Leadership & Operations Management Lead, mentor, and coach a team of 15-20 customer support agents handling
international e-commerce queries.
Monitor live queue health and daily operational workflows to ensure SLAs (Service Level Agreements) and KPI targets are consistently met.
Conduct regular 1-on-1 coaching sessions, side-by-side monitoring, and perform detailed root-cause analysis (RCA) on performance gaps.
Drive team engagement, minimize attrition, and foster a positive, collaborative work environment.

E-Commerce Support & Process Oversight
Manage end-to-end e-commerce customer journeys, including order tracking, cancellations, refunds, returns, exchanges, chargebacks, and payment escalations.
Serve as the primary escalation point for complex, high-priority customer complaints, ensuring resolution with empathy and tact.
Work closely with Quality Assurance (QA) and Training teams to identify skill gaps and implement refresher training.

Reporting & Client Interaction
Generate and present daily, weekly, and monthly operational reports (KPI dashboards, queue performance, attendance, shrinkage) to internal management and client stakeholders.

Participate in regular client governance meetings (WBRs/MBRs) to review operational metrics, challenges, and action plans.
Identify process bottlenecks and recommend continuous improvement initiatives to enhance operational efficiency.

Qualifications & Key Requirements
Education: Bachelors degree in Business Administration, Communications, or a related field (or equivalent practical experience).

Experience:
Minimum 2-3 years of experience as a Team Lead in a BPO / Contact Center environment.
At least 3+ years of experience in International E-Commerce Customer
Support (US/UK/AU regions preferred).
Domain Knowledge: Strong grasp of standard e-commerce operations (logistics, order lifecycle, payment gateways, returns/refund processes).
Technical Skills: Hands-on experience with CRM tools (Salesforce, Gorgias, or Freshdesk) and e-commerce platforms (Shopify, Magento, Amazon Vendor/Seller
Central).

Proficiency in MS Excel / Google Sheets for data analysis.
Communication: Exceptional verbal and written English communication skills, with clear cultural sensitivity for international customer interactions.
Work Schedule: Flexibility to work in 24/7 rotational shifts, weekend shifts, and during peak holiday retail seasons.

Key Performance Indicators (KPIs) Managed
CSAT / NPS: Customer Satisfaction & Net Promoter Scores
SLA Adherence: First Response Time (FRT), Average Resolution Time (ART), Average Handling Time (AHT)
First Contact Resolution (FCR)
Quality Scores: Team Audit Accuracy & Process Compliance
People Metrics: Agent Shrinkage, Attrition, and Productivity Rate