Walk In Drive | Team Leader - Customer Support

Role Overview:

We are looking for a dynamic and result-oriented Customer Support Team Leader to lead a team of customer service executives and ensure high-quality customer experience in a fast-paced fintech environment.

Key Responsibilities:

• Lead, manage, and mentor a team of Customer Support Executives (Voice/Blended/Non-Voice)
• Drive daily, weekly, and monthly performance targets (SLAs, KPIs, CSAT, AHT, etc.)
• Monitor team productivity and quality metrics
• Conduct regular team huddles, coaching sessions, and performance reviews
• Handle escalations and ensure timely resolution of customer queries
• Coordinate with internal teams (Operations, Risk, Tech) for issue resolution
• Ensure compliance with company policies and regulatory guidelines
• Prepare and share performance reports with management
  

Eligibility Criteria:

• 3- 5 years of experience in Customer Support (Fintech / NBFC / Banking preferred)
• Minimum 1+ year of experience in Team Handling
• Strong communication and leadership skills
• Experience in Voice/Blended process
• Good understanding of customer lifecycle and fintech products
• Ability to manage escalations and high-pressure situations

Preferred Skills:

• Exposure to CRM tools
• Data-driven decision-making ability
• Strong problem-solving and analytical skills