Team Lead – E‑Commerce Customer Support

About the role

We are looking for an experienced Team Lead to head our E‑Commerce Customer Support unit in Pune. You will be responsible for driving performance, mentoring a team of support executives, and ensuring high‑quality service for our international customers.

Key responsibilities

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

Required profile

• Bachelor’s degree in any discipline.
• Minimum 4 years of experience in Customer Support, with at least 2 years in a Team Lead or Supervisor role.
• Strong people‑management, leadership and communication skills.
• Excellent analytical, problem‑solving and escalation‑handling abilities.
• Ability to work in a fast‑paced environment and meet team targets.
• Willingness to work 5.5 days per week as per business needs.

Required skills

• Experience with CRM and ticketing tools such as Zendesk, Freshdesk, Salesforce or Intercom.
• Proficiency in using support dashboards, reporting and performance analytics.

What we offer

• Transportation assistance as per the hiring zone.