About the role
We are looking for a hands-on Customer Support Team Leader to play a vital role in driving customer satisfaction, managing daily support operations, and aligning team performance with organizational goals. This is a full-time, work-from-office role where the Team Leader is expected to actively participate in operations, lead from the front, and take complete ownership of customer escalations.The role requires a strong balance of people leadership and direct execution, with the ability to adapt across different processes and quickly learn new business segments. The Team Leader will be responsible for ensuring service excellence while continuously improving team performance and customer experience.
Key Responsibilities
- Supervise and manage a team of customer support agents by providing continuous guidance, coaching, and operational support to ensure consistent performance and service quality.
- Set clear performance expectations and goals for the team and closely monitor key metrics such as response time, resolution rate, productivity, adherence, and customer satisfaction scores.
- Actively contribute as an individual contributor by handling complex and high-priority customer cases and taking end-to-end ownership of customer escalations from investigation to final resolution.
- Ensure timely and effective resolution of escalated issues with a strong focus on customer satisfaction and long-term issue prevention through proper Root Cause Analysis.
- Drive operational efficiency by managing daily workflows, resource allocation, queue monitoring, and ensuring SLAs are met without disruption.
- Build and maintain a positive, collaborative, and accountable team culture focused on delivering high-quality customer support.
- Conduct regular performance evaluations, provide constructive feedback, and support the professional growth and development of team members.
- Work closely with cross-functional teams such as Training, Quality, Product, and Operations to address customer pain points and improve overall service delivery.
