Bpo / Contact center / Inbound / Outbound / Acting Team lead / Voice /

Inspiration Manpower Consultancy; Bengaluru; On-site; INR 4,00,000 - 6,00,000; Full time

Job summary

A customer support consultancy in Bangalore seeks a proactive Customer Support Team Lead. This role involves overseeing team operations, driving performance metrics, and ensuring high customer satisfaction. Ideal candidates will have proven experience in customer support and strong leadership skills. The position is full-time, offering opportunities for growth and improvement of support processes.

Qualifications

• Proven experience (2+ years) in customer support or service, with at least 1 year in a team lead or supervisory role.
• Strong leadership, coaching, and interpersonal skills.
• Excellent written and verbal communication.
• Proficient with customer support tools and ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Analytical mindset with experience in interpreting support metrics and KPIs.
• Empathy-driven mindset with a strong commitment to customer satisfaction.

Responsibilities

• Lead, motivate, and mentor a team of customer support representatives.
• Ensure timely and accurate responses to customer inquiries.
• Handle escalated customer issues with empathy and efficiency.
• Identify areas for process optimization and implement improvements.
• Track and report on key performance metrics.

Job description

Overview

Job Title: Customer Support Team Lead

Location: Bangalore

Department: Customer Support

Reports To: Customer Support Manager / Head of Customer Experience

Job Type: Full-time

Job Summary

We are seeking a proactive and customer-focused Customer Support Team Lead to oversee daily operations of our support team, drive performance, and ensure a seamless experience for our customers. You will lead by example, mentor team members, resolve escalated issues, and continuously improve support processes.

Key Responsibilities

• Team Leadership
  • Lead, motivate, and mentor a team of customer support representatives.
  • Monitor team performance and provide coaching and feedback.
  • Schedule shifts and manage workforce planning to meet service level targets.
  • Conduct regular 1:1s, performance reviews, and training sessions.
• Customer Support Operations
  • Ensure timely and accurate responses to customer inquiries via email, chat, phone, or tickets (adjust as needed).
  • Handle escalated customer issues and resolve them with empathy and efficiency.
  • Track and report on key performance metrics: CSAT, First Response Time, and Resolution Time.
  • Maintain a high level of product knowledge and act as a go-to expert for the team.
• Process Improvement
  • Identify areas for process optimization and work with leadership to implement improvements.
  • Collaborate with other departments to resolve cross-functional issues.
  • Contribute to knowledge base updates and internal documentation.

Qualifications

• Proven experience (2+ years) in customer support or service, with at least 1 year in a team lead or supervisory role.
• Strong leadership, coaching, and interpersonal skills.
• Excellent written and verbal communication.
• Proficient with customer support tools and ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Analytical mindset with experience in interpreting support metrics and KPIs.
• Empathy-driven mindset with a strong commitment to customer satisfaction.

Contact Point

Mallik – 7259027282 / 9900024811

Aditya – 9686682465 / 9686682466

Rashmi – 7760984460 / 9686454871