Customer Support Team Lead

Job Title: Customer Support Team Leader
Location: Mohan Estate, Delhi
Experience Required: 57 Years
Qualification: Graduate (Any Discipline)

About the Role:
We are looking for a dynamic and experienced Customer Support Team Leader to join the Lenskart family. This role involves leading a team of customer support representatives, ensuring exceptional service delivery, and driving overall team performance. The ideal candidate should have prior on-paper team-handling experience and a strong background in customer support operations.

Key Responsibilities:

• Lead and motivate a team of customer support executives to deliver excellent customer service.
• Create an inspiring team environment with open and effective communication.
• Set clear goals, monitor performance, and ensure targets are achieved.
• Manage day-to-day operations, performance tracking, and reporting of key operational metrics such as CSAT, Quality Scores, Shrinkage, and Attrition.
• Conduct regular coaching sessions, identify training needs, and ensure continuous skill development.
• Address and resolve escalated customer issues promptly and effectively.
• Build strong rapport with team members and stakeholders to maintain engagement and reduce attrition.
• Drive process improvements to enhance overall customer experience.
• Organize team-building activities to strengthen collaboration and morale.
• Ensure effective shift management to meet business requirements.

Requirements:

• Minimum 3–4 years of on-paper experience as a Team Leader in a customer support/contact center environment.
• Strong understanding of contact center operations and key performance metrics.
• Excellent communication, coaching, and problem-solving skills.
• Proven ability to manage and motivate teams to achieve performance goals.
• Proactive, well-organized, and comfortable working in a fast-paced environment.
• Strong customer-first mindset with a focus on quality and satisfaction.

Why Join Lenskart?

• Be part of one of India’s fastest-growing and most innovative retail brands.
• Work with a passionate, high-performing customer success team.
• Opportunity for growth and development in a dynamic, customer-centric environment.