Team Leader Customer Support

about the role

we are looking for an experienced customer service team leader who can lead day-to-day operations across multiple customer touchpoints (calls, chats, and tickets). the ideal candidate should have 7-11 years of experience in customer service for fast-paced startups, with proven expertise in handling high-volume inbound queries, problem-solving, and cross-functional collaboration with operations and other teams.

key responsibilities

lead and manage a customer service team handling inbound calls, chats, and tickets.

monitor daily service performance, ensuring sla adherence (response time, resolution rate, csat, etc.).

perform root cause analysis (rca) on recurring issues and drive process improvements.

collaborate with operations, product, and tech teams to escalate and resolve complex customer issues.

ensure accurate ticket categorization, tracking, and reporting through crm/helpdesk tools.

train, coach, and mentor team members to enhance communication, problem-solving, and customer handling skills.

manage shift schedules, workforce planning, and daily team huddles.

prepare and present weekly/monthly reports on team performance, customer pain points, and improvement initiatives.

drive customer-first culture while maintaining operational efficiency.

key requirement

8-11 years of experience in customer support operations, with at least 2–3 years in a team lead role.

strong experience handling inbound calling volume, chat support, and email tickets.

ability to analyze data and perform rca to identify process gaps.

exposure to cross-functional collaboration with ops, product, and other business units.

strong people management skills – able to coach, motivate, and manage teams effectively.

excellent communication skills (english + hindi, additional languages preferred).

prior experience in startup or high-growth environment preferred.

hands-on experience with crm/helpdesk tools (., freshdesk, zendesk, salesforce, etc.).

work environment

working days: 6 days a week

working hours :-9am - 8pm

location: gurugram sec-39

• Experience

  7 - 12 Years

• No. of Openings

  3

• Education

  B.A, B.C.A, B.B.A, B.Com

• Role

  Team Leader Customer Support

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  abhilashashetty02@gmail.com