Team Lead Support

• Team Management & Leadership
• Lead, mentor, and motivate a team of customer support executives
• Monitor team performance and provide regular feedback and coaching
• Manage shift scheduling, workload distribution, and ensure adequate staffing
• Conduct regular team meetings, training sessions, and performance reviews
• Oversee daily operations of the support team (calls, chats, emails)
• Ensure timely and effective resolution of customer issues
• Track and improve key support metrics (CSAT, FCR, AHT, etc.)
• Maintain quality assurance standards across all support interactions
• Process Improvement & Strategy
• Analyze customer feedback and identify trends or recurring issues
• Optimize support workflows and introduce automation/tools where necessary
• Collaborate with product, tech, and sales teams for escalations and improvements
• Create and maintain internal SOPs and knowledge base documents
• Reporting & Insights
• Generate weekly/monthly reports on team performance and customer feedback
• Present insights and recommendations to senior management
• Ensure SLAs and KPIs are consistently met or exceeded

• 3+ years of experience in customer support/call center, with 2 years in a team lead role
• Strong knowledge of support metrics, escalation handling, and quality control
• Excellent leadership, communication, and interpersonal skills
• Proficient in CRM tools, support platforms, MS Office, and Excel
• Ability to handle pressure and take data-driven decisions
• Experience in billing, accounting, GST software, and creating user guides & FAQs is a plus

Required Skills