Customer Support Team Leader

Job Role

We are looking for an experienced and people-focused Customer Service Supervisor to lead and support our customer service team. The ideal candidate should have excellent communication skills, strong team-handling experience, and a customer-first approach. The candidate will be responsible for managing day-to-day team operations, monitoring performance, handling escalations, and ensuring a high standard of customer service.

Key Responsibilities

• Supervise and manage the day-to-day activities of the Customer Service team.
• Lead, motivate, and support team members to achieve individual and team targets.
• Monitor team performance, productivity, quality, attendance, and service levels.
• Handle customer escalations and ensure timely and appropriate resolution.
• Ensure customers receive professional, accurate, and timely responses.
• Conduct regular team briefings, coaching sessions, and performance discussions.
• Identify training and development needs within the team.
• Monitor calls, emails, tickets, and other customer interactions to maintain service quality.
• Prepare and share daily/weekly performance reports and operational updates.
• Coordinate with other departments to resolve customer issues and improve processes.
• Ensure team members follow company policies, procedures, and customer service standards.
• Support the Manager with performance management, feedback, and operational improvements.
• Identify recurring customer issues and suggest process improvements

Required Skills

• 2–5 years of experience in Customer Service, Contact Centre, Helpdesk, or a similar environment.
• Graduate in any any stream will be preferred
• Relevant customer service or team-management experience will be preferred
• Previous experience in team handling/supervisory responsibilities is required.
• Excellent verbal and written communication skills.
• Strong customer-handling and escalation-management skills.
• Ability to coach, motivate, and manage a team effectively.
• Strong problem-solving and decision-making abilities.
• Good understanding of customer service KPIs such as AHT, CSAT, SLA, Quality, Productivity, and Resolution Rate.
• Good knowledge of MS Excel, CRM, ticketing systems, or customer service tools.
• Ability to work under pressure and manage multiple priorities.
• Strong interpersonal skills with a professional and positive approach

Preferred Candidate Profile

• Strong communication and interpersonal skills.
• Proven team-handling experience.
• Customer-service oriented with a problem-solving mindset.
• Comfortable handling difficult customers and escalations.
• Experience working in a target-driven and KPI-based environment.
• Strong ownership and accountability.
• Flexible to work in rotational shifts, if required

Apply Now

• Job Application Form: https://tr.ee/d5y70Z
• WhatsApp: +91-9877051752
• Call: +91-9877051752
• Portfolio: https://linktr.ee/hireuglobal

Warm Regards,
Hire U Global Staffing Team
Contact: +91-9877051752

Pay: ₹40,000.00 - ₹45,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Leave encashment
• Provident Fund

Application Question(s):

• Do you have relevant experience in Customer Support (BPO or KPO) as a Team lead?

Education:

• Bachelor's (Required)

Location:

• Mohali, Punjab (Required)

Work Location: In person