Customer Support Team Leader

Customer Support Team Lead

Experience: 5–7 Years
Industry: IT / SaaS / FinTech / E-commerce / BPO / Service Industry
Location: Madurai – KoinBX
Employment Type: Full-Time

Job Summary

We are looking for an experienced Customer Support Team Lead with 5–7 years of experience in customer support, customer service, technical support, or service operations.

The ideal candidate will be responsible for leading the support team, managing customer escalations, monitoring team performance, improving service quality, and ensuring timely resolution of customer issues.

Candidates from IT, SaaS, FinTech, E-commerce, BPO, Telecom, Banking, or other customer-centric industries are encouraged to apply. Prior Crypto/Blockchain experience is not mandatory.

Key Responsibilities

• Lead and manage the Customer Support team to achieve service, productivity, and quality targets.
• Handle complex customer queries, complaints, and escalations.
• Monitor team performance, including ticket volume, response time, resolution time, SLA, CSAT, and productivity.
• Allocate tickets and customer issues to team members based on priority and workload.
• Train, mentor, and support team members to improve their performance.
• Conduct regular performance reviews and provide constructive feedback.
• Coordinate with Technical, Operations, Product, Finance, Compliance, and other internal teams to resolve customer issues.
• Ensure timely follow-up and closure of escalated customer complaints.
• Prepare and maintain daily, weekly, and monthly support reports/MIS.
• Identify recurring customer issues and recommend improvements to processes and workflows.
• Develop and maintain SOPs, FAQs, troubleshooting guides, and support documentation.
• Ensure the team follows company policies, service standards, and escalation procedures.
• Support the team during high-volume periods and critical customer situations.

Required Skills & Qualifications

• 5–7 years of experience in Customer Support, Customer Service, Technical Support, Service Desk, or similar roles.
• At least 1–2 years of experience in Team Lead / Senior / Supervisory responsibilities.
• Strong experience in customer escalation and complaint management.
• Excellent verbal and written communication skills.
• Strong leadership, problem-solving, decision-making, and interpersonal skills.
• Experience with CRM, ticketing, or customer support platforms.
• Good understanding of SLA, CSAT, productivity, quality, and support KPIs.
• Strong reporting and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to work in rotational shifts, if required.

Preferred Candidate Background

Candidates with experience in the following roles can be considered:

• Customer Support Team Lead
• Customer Service Team Lead
• Customer Care Team Lead
• Support Team Leader
• Senior Customer Support Executive
• Technical Support Team Lead
• Service Desk Team Lead
• BPO Team Leader
• Customer Experience Team Lead
• Operations Team Lead – Customer Support

Preferred Industries: IT, SaaS, FinTech, E-commerce, BPO/ITES, Banking, Telecom, and other service-oriented industries.

Note: Prior experience in the Crypto/Blockchain industry is not mandatory. Candidates with strong customer support and team-handling experience from other industries are welcome to apply.

Work Location: In person