Job Title: Customer Support Team Lead
Location: Bangalore
Department: Customer Experience / Support
Reports To: Helpdesk Manager
Employment Type: Full-Time
Job Summary:
We are seeking a proactive and experienced Customer Support Team Lead to manage and mentor a team of support agents, ensuring exceptional service delivery across all customer touchpoints. The ideal candidate will have strong leadership skills, a customer-first mindset, and the ability to drive performance and continuous improvement.
Key Responsibilities:
- Lead and mentor a team of customer support agents handling queries related to digital payments, financial products, and account services.
- Monitor daily operations, including ticket queues, response times, and resolution quality.
- Handle escalations involving sensitive financial issues with discretion and professionalism.
- Conduct regular team meetings, performance reviews, and training sessions.
- Analyze support metrics and generate reports to identify trends and areas for improvement.
- Collaborate with cross-functional teams (Program Managers, Sales, Engineering) to resolve customer pain points and improve processes.
- Maintain and update knowledge base and support documentation.
- Ensure compliance with company policies, procedures, and service standards.
Qualifications:
- Bachelor's degree or equivalent experience.
- 3+ years of experience in customer support, with at least 1 year in a leadership role.
- Strong communication, interpersonal, and conflict-resolution skills.
- Experience with CRM and support tools (e.g., Service Desk, Jira, Servicenow, Salesforce).
- Ability to analyze data and make informed decisions.
- Empathy, patience, and a passion for customer satisfaction.
Preferred Skills:
- Experience in a fast-paced, tech-driven environment.
- Familiarity with support across multiple channels (email, chat, phone).
- Knowledge of customer experience best practices and KPIs.
- Proficient in MS Office
