Customer Service Team Lead

About the role

This founding leadership position will build and manage a 10‑person Customer Service team in India that supports US customers via email and live chat. Reporting directly to the US‑based Director of Customer Service, you will operate with high autonomy to create structure, maintain quality, and drive performance.

Key responsibilities

• Lead day‑to‑day operations of a 10‑member India CS team on a US night shift, handling scheduling, attendance, queue health, and escalations.
• Own onboarding and training for new agents, covering product knowledge, SOPs, and tools such as Zendesk, Slack and Asana.
• Conduct regular QA reviews, provide one‑on‑one coaching, and manage performance including PIPs in line with Indian employment law.
• Monitor team metrics (CSAT, FCR, handle time), surface trends and flag risks to the Director.
• Serve as the first escalation point for complex or sensitive customer issues.
• Provide asynchronous updates to US leadership via Slack and Asana on performance, blockers and decisions.
• Drive team retention and engagement, addressing challenges of a sustained night‑shift schedule.

Required profile

• 4–8 years of experience in customer service or BPO, with at least 2 years in a Team Lead, Senior TL or Supervisor role.
• Proven experience managing teams that support US or UK clients in an international process.
• Track record of independently running agent onboarding and training programs.
• Strong written English for clear asynchronous communication with US managers.
• Graduate degree in any discipline.

Required skills

• Hands‑on experience with Zendesk.
• Working knowledge of Slack.
• Working knowledge of Asana or equivalent project‑management tools.