About the role:
We are seeking a motivated and experienced Team Leader Customer Support to lead our support team in delivering outstanding customer service. The ideal candidate will be responsible for driving team performance, ensuring quick and effective issue resolution, and continuously improving processes to enhance customer satisfaction and retention.
What you will do:
- Lead, motivate, and manage a team of customer support representatives to achieve performance targets.
- Monitor team performance, provide constructive feedback, and conduct regular performance reviews.
- Train and coach team members on customer service best practices, product knowledge, and company policies.
- Handle escalated customer issues and provide timely, effective resolutions.
- Develop and implement strategies to improve customer experience and loyalty.
- Collaborate with Sales, Product, and Technical teams to resolve complex issues.
- Analyze customer support metrics, prepare reports, and identify areas for improvement.
- Ensure adherence to company policies, compliance standards, and quality benchmarks.
- Support recruitment, onboarding, and training of new team members.
- Foster a positive, collaborative, and customer-first work culture.
What you will need:
- Proven experience as a Team Leader / Supervisor in a Customer Support environment.
- Minimum 1 year of experience as a Team Leader.
- Strong leadership, coaching, and people management skills.
- Excellent communication and interpersonal abilities.
- Ability to manage difficult situations and resolve conflicts effectively.
- Hands-on experience with customer support software and CRM tools.
- Strong problem-solving and decision-making skills.
- Ability to perform under pressure and meet deadlines.
- Bachelor's degree preferred
- Experience in managing multi-channel support (phone, email, chat, social media).
- Analytical mindset with the ability to use data for decision-making.
- Fluency in Hindi and English.
- Fintech industry background will be an added advantage.
