Team Lead – Customer Support

About the role

We are seeking an experienced Team Lead for our Customer Support department in Bangalore. You will oversee a group of support executives, ensuring high‑quality service and smooth daily operations as we transition from a start‑up to a scale‑up.

Key responsibilities

• Lead, coach and motivate a team of customer support executives to meet operational targets.
• Monitor performance metrics and KPIs, track progress and take corrective actions.
• Conduct call monitoring to ensure adherence to quality standards.
• Handle escalated calls, emails and chats, maintaining a 100 % customer delight rate.
• Collaborate with the Customer Support Manager to improve the customer satisfaction index.
• Set performance targets, conduct regular reviews and organise training for under‑performers.
• Foster an open‑communication culture and a supportive team environment.

Required profile

• 3 + years of experience as a team leader, supervisor, assistant manager or manager in inbound/outbound customer support.
• Strong knowledge of performance metrics and KPI tracking.
• Experience using CRM tools.
• Excellent communication, leadership, organisational and decision‑making abilities.
• A graduate degree; a degree in Management or formal team‑leading training is a plus.

Required skills

• Proficiency with CRM tools.