Team Lead - Customer Support

Job Title: Customer Support Team Lead

Location: Bhopal

Roles and Responsibilities:

• Lead and manage the customer support team to ensure high-quality service and timely resolution of queries.
• Oversee inbound and outbound calls to assist customers and provide product/service information.
• Monitor team performance, call quality, and ensure achievement of daily, weekly, and monthly targets.
• Handle escalations, complaints, and complex customer issues professionally and efficiently.
• Ensure proper tracking, follow-ups, and closure of customer queries and support tickets.
• Maintain accurate records of customer interactions and team performance in CRM systems.
• Collaborate with sales and other teams to improve customer experience and support conversions.
• Train, mentor, and guide team members to enhance productivity and communication skills.
• Prepare reports, analyze data, and identify areas for process improvement.
• Utilize tools like Exotel, cloud telephony systems, spreadsheets, and support ticketing platforms effectively.
• Ensure strong usage of Excel/Google Sheets for reporting and performance tracking.

Experience and Qualifications:

• Minimum 1–3 years of experience in customer support/telecalling, with team handling experience preferred.
• Excellent communication and leadership skills.
• Experience in customer support or telesales environments.
• Proficiency in CRM tools, Excel/Google Sheets, and support systems.
• Strong problem-solving and team management abilities.