Job Description

ob Title:

Customer Support Team Lead

Location:

Hitech City, Hyderabad

Reports To:

Operations / Cluster Manager

Job Summary:

The Customer Support Team Lead will oversee the daily operations of the customer support team, ensuring efficient handling of customer queries, complaints, and feedback. This role requires strong leadership, communication, and problem-solving skills to maintain a high level of customer satisfaction and team performance.

Key Responsibilities:

Supervise and guide the customer support team in day-to-day operations. Monitor inbound and outbound calls, chats, and emails to ensure service standards are met. Handle escalated customer issues and resolve them promptly and professionally. Prepare daily, weekly, and monthly reports on team performance and customer satisfaction metrics. Conduct training sessions and performance reviews for support staff. Ensure timely responses to customer inquiries across all communication channels. Maintain a deep understanding of Game Point services, pricing, and policies. Collaborate with operations, marketing, and center managers to improve customer experience. Identify process gaps and recommend improvements in workflow and communication. Maintain staff schedules, attendance, and adherence to company protocols.

Skills & Qualifications:

Bachelor's degree preferred (Hospitality, Sports Management, or Business Administration background is a plus). Minimum

2-4 years of experience

in customer service, with at least

1 year in a team lead or supervisory role.

Excellent communication in

English, Hindi, and Telugu.

Strong leadership, coaching, and people management skills. Proficient in MS Office and CRM tools. Ability to work under pressure, in rotational shifts, and ensure 24/7 service coverage.

Salary:

?45,000 per month (based on experience and skills)

Work Type:

Full-time, Rotational shifts, Weekly off

Job Type: Full-time

Pay: ₹12,112.74 - ₹52,676.16 per month

Work Location: In person