Customer Service Team Lead

StaffAnchor Talent Solutions; Ahmedabad District; On-site; INR 558,558 - 669,042; Full time

Job summary

A staffing and recruiting agency is looking for an experienced Customer Service Team Lead in Ahmedabad. The role involves supervising a customer service team, handling escalations, and ensuring service quality. Candidates should have 4–7 years of customer service experience, strong communication skills, and fluency in Gujarati. The position offers a fixed salary up to ₹55,000 per month and requires capability in team management and performance monitoring.

Qualifications

• 4–7 years of experience in customer service.
• Minimum of 2 years in a team lead or supervisory role.
• Experience in handling customer escalations.

Responsibilities

• Supervise and guide a team of Customer Service Associates.
• Monitor team performance metrics.
• Handle customer escalations.

Skills

Customer service management

Verbal and written communication

Conflict resolution

Team supervision

Fluency in Gujarati

Tools

Excel

Google Sheets

Freshdesk

Zendesk

Job description

Overview

We are looking for an experienced Customer Service Team Lead to manage and support a customer service team handling voice and messaging-based service requests. This role involves team supervision, escalation handling, service quality monitoring, and operational performance management in a customer-facing environment.

Responsibilities

• Supervise and guide a team of Customer Service Associates
• Monitor daily team performance against defined service metrics
• Handle customer escalations related to accounts, payments, and service concerns
• Conduct regular team meetings, one-on-one discussions, and performance reviews
• Ensure adherence to response time, resolution time, and quality benchmarks
• Manage team attendance, shift scheduling, and workload distribution
• Review customer interactions for accuracy, empathy, and policy compliance
• Prepare basic performance reports and recommend improvement actions
• Coordinate with internal teams to resolve issues and improve processes
• Ensure compliance with company policies, SOPs, and data privacy guidelines

Required Qualifications

• 4–7 years of experience in customer service
• Minimum 2 years of experience in a team lead or supervisory role
• Strong verbal and written communication skills
• Fluency in Gujarati (mandatory)
• Experience handling customer escalations and conflict situations
• Working knowledge of Excel or Google Sheets

Preferred Qualifications

• Experience in consumer-facing or internet-based companies
• Familiarity with CRM or ticketing tools such as Freshdesk, Zendesk, or similar platforms

Key Performance Indicators (KPIs)

• Customer satisfaction scores
• Response and resolution timelines
• Quality audit scores
• Team productivity and attendance
• On-site role based in Ahmedabad
• 5 working days per week
• Saturday and Sunday are working days
• Weekly offs will be rotational

Salary and Hiring Details

• Salary: Fixed salary up to ₹55,000 per month
• Hiring Partner: StaffAnchor Talent Solutions (for a client organization)

Seniority level

• Mid-Senior level

Employment type

• Full-time

Industries

• Staffing and Recruiting