Team Lead | International Customer Support

Job Description:

• Lead and manage a team of customer support executives handling international voice, email, or chat processes
• Monitor team performance and ensure achievement of KPIs such as CSAT, FCR, AHT, and SLA adherence
• Provide guidance, coaching, and support to team members to improve performance and productivity
• Handle escalated customer queries and ensure prompt resolution
• Conduct regular team meetings, performance reviews, and feedback sessions
• Prepare daily/weekly reports and communicate updates to management
• Collaborate with quality, training, and workforce management teams to align on performance and goals
• Ensure process compliance and adherence to company and client policies
• Promote a positive work environment focused on customer satisfaction and team engagement