Customer Service Team Lead

Justvend; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Justvend Private Limited is seeking an experienced Customer Support Team Lead in Bangalore to manage the support team across inbound, outbound, email and chat channels. The ideal candidate will demonstrate strong leadership, excellent communication in English, Hindi and Kannada, and a customer-first approach.

The role requires 2–3 years in a supervisory position within customer support, with a hands-on approach to SLAs, coaching, and performance metrics.

Qualifications

• Fluent in English, Hindi and Kannada, with excellent verbal and written communication.
• 2–3 years in a supervisory or team-lead role in customer support.
• Experience across multiple channels: inbound, outbound, email and chat.

Responsibilities

• Lead, mentor and monitor day-to-day performance of the customer support team.
• Allocate work, manage shifts and ensure coverage across channels.
• Conduct regular team briefings, performance reviews and coaching sessions.
• Track KPIs and drive improvements in productivity and service quality.
• Address escalated issues and coordinate with internal teams for resolutions.
• Prepare and review daily/weekly/monthly support reports.

Skills

Kannada

Hindi

English

Team leadership

Customer service mindset

Tools

CRM

MS Excel

Ticketing systems

Job description

Customer Support Team Lead

Company: Justvend Private Limited

Location: Bangalore

Experience: 2 to 3 years as a Customer support Manager/Team Lead / Senior Customer Support

Department: Customer Support

Employment Type: Full-time

Role Overview

We are looking for an experienced and customer-focused Customer Support Team Lead to manage and lead the customer support team across Inbound, Outbound, Email, and Chat Support channels. The ideal candidate should have strong team-handling skills, excellent communication abilities, and proficiency in English, Hindi, and Kannada.

Key Responsibilities

Team Management & Leadership

• Lead, mentor, and monitor the day-to-day performance of the Customer Support team.
• Allocate work, manage shifts, and ensure adequate support coverage across all channels.
• Conduct regular team briefings, performance reviews, and coaching sessions.
• Track individual and team KPIs and drive improvements in productivity and service quality.
• Identify training requirements and provide continuous feedback to team members.
• Ready to work 6 days a week In fast paced environment and Eager to grow with company .

Customer Support : Inbound & Outbound

• Supervise inbound customer calls and ensure timely and effective resolution of queries and complaints.
• Monitor outbound calls for customer follow-ups, issue resolution, feedback collection, and service-related communication.
• Handle escalated customer complaints and ensure appropriate resolution within defined timelines.
• Ensure professional, courteous, and customer-centric communication at all times.

Email & Chat Support

• Oversee customer queries received through email and chat platforms.
• Ensure responses are accurate, professional, and provided within defined SLA timelines.
• Monitor the quality and turnaround time of email and chat interactions.
• Maintain consistency in customer communication across all support channels.

Customer Complaint & Escalation Management

• Take ownership of critical and escalated customer issues.
• Coordinate with Operations, Warehouse, Sales, Technology, and other internal teams for resolution.
• Track recurring customer issues and identify root causes.
• Recommend process improvements to reduce complaints and improve customer experience.

MIS, Reporting & Performance Monitoring

• Prepare and maintain daily/weekly/monthly customer support reports.
• Monitor key metrics such as SLA, AHT, CSAT, response time, resolution time, productivity, and customer complaints
• Analyze team performance and share actionable insights with management.
• Ensure accurate documentation of customer interactions and resolutions.

Required Skills & Qualifications

• 2 to3 years of experience in Customer Support, preferably with Team Lead / supervisory experience.
• Mandatory proficiency in Kannada, Hindi, and English ,both verbal and written communication.
• Strong experience in Inbound, Outbound, Email, and Chat Support.
• Excellent team management and people-handling skills.
• Strong problem-solving and escalation-management abilities.
• Good knowledge of customer service processes, SLAs, and support KPIs.
• Comfortable working with CRM, ticketing systems, MS Excel, and customer support dashboards.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong communication, interpersonal, and coordination skills.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• SLA adherence
• Response and resolution time
• Team productivity
• Quality of customer interactions
• Complaint and escalation resolution
• Attendance and team adherence

Preferred Candidate Profile

A proactive and responsible team leader who can take ownership of customer issues, motivate the support team, coordinate effectively with internal departments, and consistently deliver a high-quality customer experience.