Job Description

Job Title: Team Lead - Customer Support

Location:Chennai

Experience Required:3-6 years in Customer Support, with at least 1-2 years in a leadership or mentoring role

Job Summary:

We are looking for an experienced Team Lead - Customer Support to oversee and guide our customer service team. The ideal candidate will ensure high levels of customer satisfaction, manage daily operations, and motivate team members to deliver exceptional service

Key Responsibilities:

Supervise, train, and support a team of customer support executives.
Monitor daily performance metrics and ensure targets are met (response time, resolution rate, CSAT, etc.).
Handle escalated customer issues and ensure timely resolution.
Develop and implement process improvements to enhance service quality and efficiency.
Conduct regular team meetings, feedback sessions, and performance reviews.
Collaborate with cross-functional teams to resolve customer concerns.
Maintain reports on team performance, customer feedback, and service levels.
Ensure all communication with customers is professional, empathetic, and aligned with company standards.
Identify training needs and help create development plans for the team.
---

### Required Skills and Qualifications:

Bachelor's degree in any discipline (Business Administration preferred).
3-6 years of experience in customer support, with at least 1-2 years in a team lead or senior role.
Strong communication, leadership, and conflict-resolution skills.
Proven ability to manage a team and deliver high-quality customer experiences.
Proficient in CRM tools, ticketing systems, and MS Office Suite.
Excellent problem-solving and decision-making abilities.
Job Type: Full-time

Pay: ?40,000.00 - ?45,000.00 per month

Work Location: In person