Customer Support Team Lead

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