Job Description

Job Summary:

We are looking for a motivated and experienced

Team Lead - UK Chat Support

to oversee daily operations and manage a team of chat support executives catering to UK-based customers. The ideal candidate will have strong leadership, communication, and problem-solving skills, and a proven track record in chat or digital support functions.

Key Responsibilities:

Team Leadership & Management:

Supervise a team of chat support agents handling customer queries for the UK region Drive performance through regular coaching, feedback, and one-on-one sessions Monitor real-time queues and ensure proper resource allocation to meet SLAs Conduct daily team huddles, weekly reviews, and monthly performance appraisals Ensure team adherence to shift schedules, break timings, and attendance policies

Performance & Quality:

Track team KPIs (e.g., First Response Time, Resolution Time, CSAT, Quality Scores) Identify performance gaps and implement corrective action plans Conduct regular audits of chat transcripts for quality assurance and compliance Collaborate with QA and Training teams to enhance skill development

Customer Experience:

Resolve escalated customer issues in a professional and timely manner Ensure high levels of customer satisfaction and engagement Recommend process improvements to enhance customer experience Analyze chat trends and feedback to identify recurring issues and root causes

Reporting & Communication:

Prepare and present daily/weekly/monthly reports on team performance Maintain clear and effective communication with internal departments Ensure all process updates are communicated and implemented within the team Act as the point of contact for internal stakeholders and client communications (if applicable)

Required Skills & Qualifications:

Excellent written and verbal communication in English (UK preferred) 2-4 years of experience in chat/email support, with at least 1 year in a TL or supervisory role Strong understanding of chat-based support tools (e.g., Zendesk, Intercom, Freshchat, LivePerson) Ability to lead, motivate, and manage teams in a fast-paced environment Good analytical and decision-making skills Strong organizational and time-management abilities Familiarity with customer service metrics and reporting tools (Excel, Google Sheets, dashboards, etc.)

Education & Experience:

Bachelor's degree in any discipline (preferred) Prior experience in a UK-based support process is a must Certifications in customer service or team management are a plus

Work Environment & Benefits:

UK business hours with potential rotational offs Health insurance, paid leaves, and performance-based incentives Opportunity for growth into Operations or Training/QA roles
Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

Provident Fund
Work Location: In person

Expected Start Date: 20/08/2025