Customer Care Team Lead

About the role

Kohler India Technical Center (KITC) is seeking an experienced, customer‑focused Team Lead to manage a group of customer service associates. You will be responsible for delivering exceptional service, coaching team members, and driving operational excellence across our global support operations.

Key responsibilities

• Lead, motivate and develop a team of customer service associates to meet performance, quality, productivity and satisfaction targets.
• Provide real‑time guidance and support, ensuring timely resolution of customer issues and escalations.
• Monitor and manage operational metrics such as service levels, quality, attendance and customer satisfaction.
• Conduct regular coaching sessions, performance reviews and development discussions.
• Drive employee engagement and foster an inclusive, high‑performance culture.
• Partner with Quality, Training, Workforce Management and Operations to improve processes.
• Analyze feedback and performance data to identify improvement opportunities.
• Support onboarding, training and integration of new team members.

Required profile

• Bachelor’s degree in any discipline.
• 6+ years of experience in customer service, contact‑center operations or related environments.
• Prior experience in a supervisory or team‑lead role.
• Strong leadership, coaching and people‑development abilities.
• Excellent verbal and written communication skills.
• Proven ability to manage performance and drive results in a fast‑paced setting.
• Effective problem‑solving, decision‑making and conflict‑resolution skills.

Required skills

What we offer

• Opportunity to lead a dynamic team within a global technical center.
• Collaborative environment with cross‑functional partners.
• Focus on continuous improvement and professional development.