Job Description

Job Title: Customer Support - Team LeadLocation: Vikhroli, Mumbai, IndiaEmployment Type: Full-timeCTC: 7LPA Notice: immediate/30 daysAbout Company A leading fintech company in the Banking and Finance sector, revolutionizing the way businesses manage credit and payments. We empower merchants, distributors, and enterprises with flexible digital credit solutions that simplify transactions and fuel business growth.About the Role - We are looking for an experienced and customer-focused Team Lead - Customer Support to manage a small team and ensure exceptional service delivery across voice, chat, and email channels.- The ideal candidate will have hands-on experience in customer communication and a proven record of leading support teams in a fast-paced fintech or BFSI environment.Key Responsibilities- Lead a team of Customer Support Executives handling calls, chats, and emails.- Ensure prompt and professional resolution of customer queries and issues.- Monitor daily operations and allocate workload efficiently across team members.- Maintain accurate records of customer interactions in CRM systems.- Analyze recurring customer issues and coordinate with Sales, Operations, and Tech teams for resolution.Drive performance metrics such as TAT, CSAT, and FCR.- Prepare and present daily, weekly, and monthly reports on team performance.- Train and mentor team members to improve communication and process adherence.- Capture and share customer feedback to enhance service quality.Requirements- Graduate in any discipline.- Minimum 5 years of total experience in customer support, with at least 1 year as a Team Lead.- Proven experience handling voice, chat, and email channels (mandatory).- Strong communication skills in English and Hindi.- Working knowledge of MS Office or Google Workspace tools.Good analytical, problem-solving, and people management skills.- Preference for candidates with stable career history and exposure to the BFSI or fintech sector.What We Offer- A dynamic and collaborative work environment in a fast-growing fintech.- Opportunities for career advancement and professional learning.- Competitive salary and benefits package.- Exposure to cutting-edge customer engagement and digital credit solutions. (ref:updazz.com)

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