Team Lead – Customer Care

About the role

We are looking for a Team Lead – Customer Care to lead a team of customer support executives, ensure high service quality, and drive resolution efficiency across voice, chat, and email channels. This ownership‑driven operations role is ideal for someone with strong leadership instincts and a passion for customer experience.

Key responsibilities

• Lead, mentor, and manage a team of customer care executives handling queries via calls, chat, and email.
• Monitor daily performance against KPIs such as TAT, CSAT, first‑call resolution, AHT, and escalation rates.
• Handle escalated or complex customer issues that require senior intervention.
• Prepare and present performance reports and dashboards to management on a regular basis.
• Identify recurring customer pain points and collaborate with product and operations teams to drive process improvements.
• Drive training and onboarding for new team members.
• Ensure compliance with data security and regulatory requirements, especially for financial services.
• Foster a positive, high‑performance team culture.

Required profile

• 4–7 years of experience in customer service/support, with at least 1–2 years in a team‑lead or supervisory role.
• Prior experience in BFSI, fintech, or a related regulated industry is preferred.
• Strong communication skills and proven ability to motivate a team in a fast‑paced environment.
• Data‑driven approach with hands‑on experience using CRM/helpdesk tools and MIS/reporting.
• Graduate degree in any discipline; MBA preferred but not mandatory.
• Willingness to work six days a week from the office with rotational weekend offs and shift flexibility.

Required skills

• Freshdesk
• Zendesk