Role: Team Lead- Customer Support
Reporting To: Principal
Overview
We are hiring a Team Lead – Customer Support with 1 year of proven people management experience. The ideal candidate will oversee a team of support executives, manage daily operations, resolve escalations, and drive performance using CRM tools and Excel-based tracking.
Key Responsibilities
- Lead, manage, and motivate a team of customer support agents.
- Utilize CRM and dialer systems to monitor team activity and productivity.
- Handle escalations and ensure timely resolution.
- Track daily performance and maintain reports/trackers in Excel.
- Share regular feedback and coach team members for performance improvement.
- Ensure adherence to SLAs, quality standards, and KPIs.
Requirements
- 1 year of people management experience in a support/customer service role.
- Proficient in CRM and dialer tools.
- Good communication and escalation handling skills.
- Ability to provide feedback and drive team performance.
- Strong knowledge of Excel (trackers, formulas, pivot tables).
Skills: communication,escalation resolution,leadership + management,dialer tools,people management,quality assurance processes,excel,edtech,customer support,crm
