Team Leader-Customer Support

Job description

**Role & responsibilities** - Own end-to-end resolution of customer escalations across calls, emails, social media, review platforms, and other customer touchpoints. - Handle customer interactions across both voice and non-voice channels as part of a blendedsupport team. - Conduct quality audits, provide feedback, and ensure adherence to service standards and SOPs. - Manage shift operations, monitor team adherence, and support smooth day-to-day functioning. - Collaborate with internal stakeholders to resolve customer issues within defined SLAs. - Identify recurring customer issues, analyze trends, and recommend process improvements. - Prepare and share reports on escalations, quality, and operational performance. **Preferred candidate profile** - 4-6 years of experience in Customer Support, Escalations, or Contact Centre Operations. - Excellent communication, problem-solving, and stakeholder management skills. - Strong customer-first mindset with high ownership and attention to detail. - Experience with CRM/ticketing tools and quality audits is preferred.