Team Lead – E‑Commerce Customer Support

About the role

We are seeking an experienced Team Lead to oversee our E‑Commerce customer support operations. You will guide a team of support executives, ensure high service standards, and collaborate with cross‑functional teams to resolve customer issues efficiently.

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 overall experience in Customer Support/Customer Service.
• At least 2 years of experience as a Team Lead or Supervisor in Customer Support.
• Strong people‑management, communication, and analytical skills.
• Ability to work in a fast‑paced environment and meet team targets.

Required skills

• Experience with CRM, helpdesk or ticketing platforms (e.g., Zendesk, Freshdesk, Salesforce, Intercom).
• Proficiency in using support dashboards, reporting and performance analytics.
• Knowledge of process improvement and root‑cause analysis.