Team Lead – Claims & Customer Support

About the role

We are seeking an experienced Team Lead to manage our Claims and Customer Support operations in Mumbai. You will oversee a multi‑channel team handling voice, email, and chat queries, ensuring high‑quality service delivery and compliance with all relevant standards.

Key responsibilities

• Lead and mentor a team processing claims and handling customer support interactions.
• Maintain SLA adherence for productivity, quality, turnaround time, and customer satisfaction.
• Resolve escalations promptly, focusing on a positive customer experience.
• Monitor claims accuracy, compliance, and process adherence.
• Conduct regular huddles, performance reviews, and coaching sessions.
• Analyse performance data to drive continuous improvements.
• Coordinate with internal stakeholders to ensure seamless service delivery.
• Prepare MIS reports and track key performance metrics.

Required profile

• Graduate degree (mandatory).
• Minimum 2+ years of experience as a Team Lead in Claims and/or Customer Support.
• Strong knowledge of the claims lifecycle and customer service operations.
• Proven experience in team handling, escalation management, and performance management.
• Excellent communication and stakeholder management skills.
• Willingness to work rotational shifts and thrive in a fast‑paced, target‑driven environment.

Required skills

What we offer

• Competitive CTC up to 6.5 LPA.
• Opportunity to lead a dynamic team in a leading BPO environment.
• Professional growth through exposure to claims and customer support domains.