Team Lead - Customer Support

Position: Team Lead – Customer Support
Department: Customer Support / Customer Experience
Experience: 3–6 Years
Location: Kudlu Gate, Bangalore
Employment Type: Full-time
Industry: BFSI / FinTech / Lending

About the Role

We are looking for an experienced and customer-focused Team Lead – Customer Support to lead a team of customer support professionals and ensure the delivery of a high-quality customer experience.

The ideal candidate will be responsible for team performance, service quality, productivity, customer escalations, and people development. The role requires strong leadership, communication, analytical, and problem-solving skills.

Key Responsibilities

• Lead, manage, and motivate a team of Customer Support Executives to achieve defined performance and service targets.
• Monitor daily team performance, productivity, quality, attendance, and service-level metrics.
• Conduct regular team huddles, one-on-one discussions, coaching sessions, and performance reviews.
• Track key customer support metrics such as CSAT, AHT, FCR, SLA, productivity, and quality scores.
• Handle customer escalations and ensure timely and effective resolution of complex customer issues.
• Identify recurring customer issues and work with relevant stakeholders to improve processes and customer experience.
• Ensure the team follows defined SOPs, policies, compliance requirements, and quality standards.
• Analyze team performance reports and identify gaps, trends, and improvement opportunities.
• Drive corrective and preventive actions to improve service quality and operational efficiency.
• Support onboarding, training, and continuous development of team members.
• Work closely with Operations, Quality, Training, Product, and other internal teams to resolve operational challenges.
• Maintain high levels of employee engagement and build a positive, performance-driven team culture.
• Prepare and share regular performance reports and business updates with management.

Requirements

• 3–6 years of experience in Customer Support / Customer Service / Contact Center / BPO operations.
• Minimum 1–2 years of experience in a Team Lead or people-management role.
• Experience managing a team in a high-volume customer support environment.
• Strong understanding of customer service and contact-center metrics such as CSAT, AHT, FCR, SLA, productivity, and quality.
• Strong customer escalation and complaint-resolution skills.
• Excellent verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Strong people-management, coaching, and team-motivation skills.
• Ability to work in a fast-paced, target-driven environment.
• Experience in BFSI, FinTech, lending, or financial services will be an added advantage.

Key Competencies

• People Management
• Customer Experience
• Escalation Management
• Performance Management
• Coaching & Mentoring
• Quality Management
• Data & Performance Analysis
• Process Improvement
• Stakeholder Management
• Communication & Problem Solving

What We Offer

• Opportunity to work in a fast-growing and dynamic organization.
• Ownership of a high-impact customer support function.
• Growth opportunities within the Customer Experience and Operations function.
• Collaborative and performance-driven work environment.

Pay: ₹11,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person