Job Description

We are looking for an experienced

Team Lead - Customer Support

to manage and guide our customer support operations in a fast-paced eCommerce environment. The role involves leading support teams, handling customer escalations, planning projects, allocating resources, and continuously improving team performance across both support and incoming request teams.

Key Responsibilities:

Lead, mentor, and motivate customer support team members to deliver high-quality service. Handle and resolve customer escalation calls and emails in a timely and professional manner. Oversee day-to-day operations of support and incoming request teams. Plan and manage projects related to customer experience improvement and process optimization. Allocate team members effectively based on workload, skills, and priorities. Monitor ticket queues, response times, and resolution metrics. Review individual and team performance regularly and provide constructive feedback. Conduct performance reviews and assist in training and development initiatives. Coordinate with internal teams (Product, Logistics, Tech, Sales) to resolve complex issues. Ensure adherence to company policies, SLAs, and quality standards. Prepare reports on support performance, escalations, and customer satisfaction.

Required Skills & Qualifications:

Proven experience as a Team Lead or Senior Executive in customer support (preferably eCommerce). Strong leadership and people-management skills. Excellent communication skills (verbal and written). Experience handling customer escalations via calls and emails. Ability to plan projects and manage multiple priorities effectively. Analytical mindset with experience reviewing performance metrics. Strong problem-solving and decision-making abilities. Proficiency with CRM and customer support tools.
L

eadership Qualities:

Ability to inspire and motivate teams. Fair and transparent decision-making. Strong ownership and accountability. Coaching mindset with a focus on team growth. Calm and professional under pressure.

Preferred Qualifications:

Experience working in a product-based eCommerce company. Knowledge of customer experience best practices. Familiarity with KPI tracking and performance dashboards.
Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person