Team Lead

Escalation Customer Support Team Leader

Role Overview:

The Escalation Customer Support/Sales Team Leader will own the end-to-end handling of high-priority and complex customer escalations, lead a small team of escalation specialists'/support executives, and work closely with Operations, Product, and Client Success to ensure timely, compliant, and customer-friendly resolutions.

Team Leadership & People Management

• Lead a team of Escalation Specialists / Senior Support Executives (typically 612 members).

• Set daily/weekly targets for resolution time, first-response time, CSAT/NPS on escalated cases, and quality scores.

• Monitor calls/chats/emails, provide real-time coaching, and conduct structured 1:1s and performance reviews.

• Identify training needs, create escalation playbooks, and run calibration sessions for quality and tone.

• Team Leader experience in the Customer Support domain is mandatory

• Experience in handling customer escalations

• Strong knowledge of KPIs, SLAs, CSAT and productivity

• Team handling, coaching and performance management skills

-KPI / SLA / CSAT Knowledge

-Excellent English & Hindi Communication

-Strong Analytical & Problem-Solving Skills

Work Location: Kadubeesanahalli, Bengaluru

Immediate Joiners Preferred

Contact -Radhika TR -9481349757

[email protected]