Team Lead - Customer Support

We are seeking an experienced and result-driven Customer Support Team Leader to lead and manage a high-performing Customer Support team in an international BPO environment.

The ideal candidate will have strong experience managing frontline customer support teams, driving productivity and service quality, handling escalations, and ensuring achievement of key operational and customer satisfaction metrics.

The role requires a hands-on leader who can motivate and coach team members, monitor performance, maintain operational discipline, and continuously improve customer experience.

KEY RESPONSIBILITIES

• Lead, manage, and motivate a team of 5 to 10 Customer Support Executives across voice, chat, email, and back-office operations.
• Ensure the team consistently achieves SLA, productivity, quality, CSAT, attendance, adherence, and other operational KPIs.
• Monitor daily and weekly team performance and identify gaps at individual and team levels.
• Conduct regular one-on-one sessions, coaching, feedback, and performance reviews with team members.
• Support team members in improving communication, customer handling, product knowledge, and problem-solving skills.
• Handle customer escalations and complex issues, ensuring timely and effective resolution.
• Monitor quality and customer interactions to ensure compliance with defined processes and service standards.
• Track attendance, schedule adherence, productivity, and workforce availability to maintain smooth operations.
• Prepare and share regular team performance reports, MIS, and action plans with management.
• Identify recurring customer issues and operational gaps and recommend practical solutions.
• Ensure team members follow established SOPs, processes, policies, and compliance requirements.
• Work closely with Quality, Training, Workforce Management, and Operations teams to improve overall team performance.
• Support new employee onboarding, nesting, training, and readiness activities.
• Assist in implementing process improvements that reduce customer effort and improve operational efficiency.
• Drive a positive team culture focused on ownership, accountability, collaboration, and customer satisfaction.
• Support the team during peak business periods and ensure operational readiness.
• Take ownership of team-level targets and ensure timely achievement of business and customer support goals.

REQUIRED QUALIFICATIONS & SKILLS

• Bachelor's degree or equivalent qualification.
• 10+ years of overall experience in customer support, preferably in an international BPO/customer service environment.
• Minimum 4+ years of experience as a Team Leader/Supervisor managing a customer support team.
• Experience managing a team of 15+ members is preferred.
• International customer service experience with strong exposure to voice/chat/email support is highly preferred.
• Strong understanding of SLA, CSAT, AHT, FCR, quality, productivity, adherence, and other customer support KPIs.
• Proven experience in team handling, performance management, coaching, and employee engagement.
• Strong customer escalation and conflict-resolution skills.
• Ability to analyze performance data and create effective action plans.
• Good knowledge of MIS, dashboards, reporting, and KPI tracking.
• Strong communication, interpersonal, leadership, and presentation skills.
• Ability to work in a fast-paced, target-driven environment.
• Strong problem-solving and decision-making abilities.
• Experience with CRM, contact center, ticketing, or customer support tools is preferred.
• Strong focus on customer experience, process adherence, and operational excellence.

PERKS OF JOINING

The Culture: Most companies talk about their values; we live them.

• Supportive Culture: Teamwork, mentorship, professional development, and a strong employee experience.
• Work-Life Balance: Hybrid work model supporting a healthy personal and professional balance.
• Rewards & Recognition: Competitive compensation, bonuses, and recognition for strong performance.
• Innovative Work: Contribute to technology-driven solutions for e-commerce and SaaS businesses.

The Work: Stability of a market leader with the hunger for innovation and growth of a start-up.

• Meaningful Impact: Take ownership of team performance and directly influence customer experience and business outcomes.
• Growth Opportunities: Learn from experienced professionals and grow within a fast-paced, collaborative environment.
• Competitive Benefits: Comprehensive insurance coverage including health, parents' health, life, and personal accident insurance.

ABOUT SILVERMINE GROUP

Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS helping over 100,000 customers every year file federally required documents such as IRS Form 2290, Form 8849, and MCS-150 accurately, securely, and on time.

Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensure that our customers equipment stays on the road and their businesses keep humming.

Products: eform2290 | emcs150

Location: Bangalore

Apply: [email protected]