Team Lead Customer Support

The Team Lead will be responsible for managing the day-to-day operations of the customer support team, ensuring customers receive exceptional service. This role includes supervising, coaching, and guiding team members, resolving escalated issues, and collaborating with other departments to enhance the overall customer experience. The ideal candidate will demonstrate strong leadership, a customer-first approach, and proven experience in customer support management.

Key Responsibilities

Team Leadership & Supervision

• Lead, coach, and support a team of customer support representatives.
• Track team performance and provide constructive feedback.
• Conduct performance reviews and implement development plans.
• Build a positive, motivated, and high-performing team culture.

Customer Support Operations

• Oversee daily support activities to ensure timely issue resolution.
• Manage escalated or complex customer concerns with effective solutions.
• Ensure compliance with support policies and standards.

Training & Development

• Design and deliver training programs for both new and existing team members.
• Keep the team informed on product updates, features, and policies.
• Encourage continuous learning and skill development.

Quality Assurance

• Monitor customer interactions to maintain service quality.
• Implement QA processes and corrective measures where needed.
• Identify service gaps and drive improvements.

Reporting & Analysis

• Prepare regular reports on performance, customer feedback, and KPIs.
• Analyze data to spot trends and opportunities for enhancement.
• Share insights and recommendations with senior leadership.

Collaboration

• Partner with Sales, Product, Marketing, and other teams to address customer needs.
• Contribute to cross-functional projects focused on customer experience.
• Act as the main bridge between customer support and other departments.

Requirements

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 3–5 years in customer support, including at least 2 years in a leadership role.
• Experience managing a high-performing support team.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and interpersonal abilities.
• Proficiency with customer support software and CRM tools.
• Ability to analyze data and translate it into actionable steps.
• Strong organizational and time management skills.

Employee Benefits:

• 13 Salaries Per Year
• At least two bonuses per year (Eid Bonus)
• Monthly Punctuality Allowance
• Monthly Inflation Allowance
• Performance-Based Bonuses
• Paid Overtime
• Quarterly Leaves encashment
• Annual Leaves Encashment
• Upselling Incentives
• Maternity/Paternity Allowance
• Maternity Leaves
• Wedding Allowance
• Department Based Allowance
• Double salary on Gazetted Holidays
• Special Allowance for Emergency
• Advance Salary on Need Basis
• 12 Casual Leaves
• 10 Medical Leaves
• 10 Annual Leaves
• Dedicated Training
• Birthday celebrations
• Gaming Facility
• Growing & Dynamic Team
• Office Gatherings, Celebrations, and Trips
• 5 days a week (work-life balance)

Job Location: Link Road Model Town, Lahore

Job Timings: 6 PM to 3 AM

Job Type: Full-time

Work Location: In person