Customer Support _ E commerce- Team Lead

PineQ Lab Technology · Pune city, India

Position: Customer Support Team Lead

Location: Pune, Maharashtra

Employment Type: Full-time

Working Days: 5.5 days per week

Overall Experience: Minimum 4 years

Team Lead Experience: Minimum 2 years

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 customer 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.

Candidate Requirements

• Bachelor’s degree in any discipline.
• Minimum 4 years of overall experience in Customer Support/Customer Service.
• Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support.
• Strong people-management and leadership skills.
• Excellent verbal and written communication skills.
• Strong customer-handling and escalation-management abilities.
• Good analytical and problem-solving skills.
• Experience with CRM, helpdesk, or ticketing tools.
• Ability to work in a fast-paced environment and manage team targets.
• Strong ownership, accountability, and decision-making skills.
• Willingness to work 5.5 days per week as per business requirements.

Preferred Experience

• Experience managing a high-volume customer support team.
• Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platforms.
• Experience with support dashboards, reporting, and performance analytics.
• Knowledge of process improvement and root-cause analysis.