Job Title: Team Lead- Customer Success
Employment Type: Full time (24*7 Rotational Shifts)
Experience Required: 6-7 years
Working Mode: In-Office
Location: Sector-53, Gurgaon
Industry: Customer Service (International)
Salary: Best in Industry
About this role-
We are looking for a dynamic and experienced Team Lead Customer Success to manage our international voice and chat support operations. The ideal candidate will lead a team of customer success executives to deliver exceptional service to global customers, ensure SLA adherence, and continuously improve service quality and team performance.
Key Responsibilities-
- Lead and supervise a team of customer success executives handling international calls and chat support.
- Ensure prompt, professional, and effective resolution of customer queries and complaints.
- Handle escalations efficiently, maintaining a high level of customer satisfaction.
- Manage daily operations and ensure adherence to client SLAs, KPIs, and quality standards.
- Provide support to end customers through emails, calls and online chats by handling customer requests and queries
- Conduct regular team meetings, performance reviews, and one-on-one sessions to drive performance and engagement.
- Coach, train, and mentor team members to enhance communication, product knowledge, and problem-solving skills.
- Monitor and analyze team performance metrics, preparing regular reports for management review.
- Identify process improvement areas and collaborate with internal departments to implement effective solutions.
- Maintain compliance with company policies, procedures, and service guidelines.
- Foster a positive team culture focused on accountability, learning, and customer-centricity.
Required Qualifications and skills:
- Bachelor's degree in Business Administration, Management, or a related field.
- 67 years of experience in customer support, with at least 34 years in an international voice/chat process and 2+ years in a team lead/supervisory role.
- Strong leadership and people management skills.
- Excellent verbal and written communication skills in English.
- Proficiency in CRM systems, ticketing tools, and reporting dashboards.
- Ability to analyze data and derive actionable insights for performance improvement.
- Strong problem-solving, decision-making, and conflict-resolution abilities.
- Customer-first attitude with a focus on delivering superior experiences.
- Comfortable working in 247 rotational shifts with rotational week-offs.
Preferred Qualifications:
- Experience managing customer success operations in a BPO or SaaS environment.
- Knowledge of service quality frameworks and customer retention strategies.
- Exposure to handling clients and customers from international markets (US/UK/Australia preferred).
Who can Apply:
- Professionals with excellent English communication and customer-handling skills.
- Individuals comfortable with night shifts and working in an international customer environment.
- Leaders passionate about team development and driving customer satisfaction.
