Customer Support Team Lead – E‑commerce

About the role

We are looking for a dynamic Customer Support Team Lead to head our e‑commerce support desk in Pune. You will lead a group of support executives, ensuring high‑quality service and timely resolution of customer issues.

Key responsibilities

• Lead, manage, and mentor a team of Customer Support Executives.
• Monitor team performance, productivity, and service levels.
• Handle customer escalations and ensure timely resolution of critical issues.
• Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog.
• Conduct regular team huddles, one‑on‑one meetings, coaching, and performance reviews.
• Identify performance gaps and provide ongoing feedback and training.
• Ensure adherence to company SOPs, policies, and support processes.
• Review customer interactions and tickets to maintain service quality.
• Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues.
• Prepare regular performance reports and share insights with management.
• Identify recurring customer issues and drive process improvements.
• Support onboarding and training of new team members.

Required profile

• Bachelor’s degree in any discipline.
• Minimum 4 years of experience in Customer Support or Customer Service.
• At least 2 years of experience as a Team Lead or Supervisor in Customer Support.
• Strong people‑management and leadership abilities.
• Excellent verbal and written communication skills.
• Proven customer‑handling and escalation‑management capabilities.
• Good analytical and problem‑solving skills.
• Ability to work in a fast‑paced environment and manage team targets.
• Willingness to work 5.5 days per week as per business requirements.

Required skills

• Experience with CRM, helpdesk, or ticketing tools.
• Hands‑on experience with Zendesk, Freshdesk, Salesforce, Intercom or similar platforms.
• Familiarity with support dashboards, reporting, and performance analytics.
• Knowledge of process improvement and root‑cause analysis.