Job Description

We are seeking a motivated and experienced

Team Lead - Customer Service

to manage and guide our customer support team. This role is responsible for ensuring timely, empathetic, and effective communication with our customers, maintaining service quality, and driving continuous improvement.

Key Responsibilities:

Lead, coach, and mentor a team of customer service representatives. Monitor team performance and ensure adherence to SLAs and quality standards. Handle escalated customer issues with prompt resolution. Analyze customer feedback and complaints to identify recurring issues. Collaborate with other departments (operations, logistics, tech) for seamless customer service. Generate and review reports on team performance, customer satisfaction, and KPIs. Conduct regular training and development sessions to upskill team members. Ensure CRM systems and IVR flows are being effectively utilized. Recommend process improvements and contribute to enhancing customer experience.

Requirements:

Proven experience (2+ years) in a customer service leadership role. Strong communication and interpersonal skills. Ability to motivate and manage a team. Problem-solving mindset and a customer-first attitude. Experience with CRM tools, call center metrics, and reporting. Fluency in Hindi and English is a must.

Preferred Qualifications:

Prior experience in a service industry (laundry, logistics, delivery, or e-commerce). Familiarity with IVR and support automation tools.
Job Type: Full-time

Pay: ?11,762.74 - ?30,000.00 per month

Supplemental Pay:

Performance bonus
Work Location: In person