Team Leader Customer Support (Email Team)

Job highlights

• The ideal candidate will oversee daily operations,drive high standards of written communication,manage service-level agreements (SLAs) and Turnaround Times (TAT) for email resolutions,and mentor a team of support executives to deliver an exceptional customer experience. Key Responsibilities
• Graduation in any discipline from a recognized university

We are seeking an experienced and data-driven Team Leader to manage and lead our Customer Support Email/Written process team. The ideal candidate will oversee daily operations, drive high standards of written communication, manage service-level agreements (SLAs) and Turnaround Times (TAT) for email resolutions, and mentor a team of support executives to deliver an exceptional customer experience.

Key Responsibilities

• Manage a team of Customer Support Executives handling email, chat, and written customer queries.
• Monitor daily operational metrics, including email TAT, First Response Time (FRT), resolution rates, and queue backlogs.
• Conduct regular quality audits on email responses to ensure tone, grammar, accuracy, and adherence to company SOPs.
• Drive team performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Conduct regular 1-on-1 coaching, feedback sessions, and performance appraisals for team members.
• Handle escalated complex customer complaints or dispute resolutions via written channels.
• Prepare daily, weekly, and monthly performance reports for senior management.
• Identify operational gaps, drive process improvements, and implement action plans to reduce repeat queries.
• Conduct continuous training and refresher sessions on product updates, policy changes, and writing etiquette.

Eligibility Skills

• Graduation in any discipline from a recognized university.
• 3 to 6 years of overall experience in customer support, with a minimum of 1 to 2 years as a Team Leader handling email/written support processes (NBFC, Fintech, or Banking experience preferred).
• Exceptional written and verbal communication skills in English and Hindi; knowledge of regional languages is a strong plus.
• Strong proficiency in CRM ticketing tools, email management systems, and MS Excel/ Google Sheets.
• Excellent people management, conflict resolution, and leadership capabilities.
• Strong analytical mindset with the ability to interpret data and drive operational efficiencies.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.