Team Lead - Customer Success

Job Title: Team Lead - Customer Success

Employment Type: Full-time (rotational shifts)

Experience Required: 4-5 years

Working Mode: In-Office Location: Sector 53, Gurgaon

Industry: Customer Service (International)

Salary: Best in industry

About the 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 & 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.