Team Lead - Customer Support

We are looking for an experienced Team Lead – Customer Support to manage and guide our customer support operations in a fast-paced eCommerce environment. The role involves leading support teams, handling customer escalations, planning projects, allocating resources, and continuously improving team performance across both support and incoming request teams.

Key Responsibilities:

• Lead, mentor, and motivate customer support team members to deliver high-quality service.
• Handle and resolve customer escalation calls and emails in a timely and professional manner.
• Oversee day-to-day operations of support and incoming request teams.
• Plan and manage projects related to customer experience improvement and process optimization.
• Allocate team members effectively based on workload, skills, and priorities.
• Monitor ticket queues, response times, and resolution metrics.
• Review individual and team performance regularly and provide constructive feedback.
• Conduct performance reviews and assist in training and development initiatives.
• Coordinate with internal teams (Product, Logistics, Tech, Sales) to resolve complex issues.
• Ensure adherence to company policies, SLAs, and quality standards.
• Prepare reports on support performance, escalations, and customer satisfaction.

Required Skills & Qualifications:

• Proven experience as a Team Lead or Senior Executive in customer support (preferably eCommerce).
• Strong leadership and people-management skills.
• Excellent communication skills (verbal and written).
• Experience handling customer escalations via calls and emails.
• Ability to plan projects and manage multiple priorities effectively.
• Analytical mindset with experience reviewing performance metrics.
• Strong problem-solving and decision-making abilities.
• Proficiency with CRM and customer support tools.

Leadership Qualities:

• Ability to inspire and motivate teams.
• Fair and transparent decision-making.
• Strong ownership and accountability.
• Coaching mindset with a focus on team growth.
• Calm and professional under pressure.

Preferred Qualifications:

• Experience working in a product-based eCommerce company.
• Knowledge of customer experience best practices.
• Familiarity with KPI tracking and performance dashboards.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person