Customer Service Team Lead

Articore Group; Gurugram District; On-site; INR 2,000,000 - 2,800,000; Full time

Job summary

Articore Group is seeking a founding leadership role to recruit, onboard, train, and manage a 10-member Customer Service team in Gurugram, handling US-based email and live chat support. You will report to the Director of Customer Service (US-based) and shape international BPO operations with strong autonomy.

You will lead onboarding, training, QA, coaching, and performance management, while ensuring CSAT and FCR targets are met, and drive retention on a night-shift schedule.

Qualifications

• 4–8 years total experience in customer service / BPO, with minimum 2 years in a Team Lead, Senior TL, or Supervisor role.
• Experience managing teams supporting US or UK clients in an international process.
• Proven track record of onboarding and training programs independently, without real-time offshore support.
• Strong written English: communicate clearly to a US-based manager asynchronously.
• Hands-on experience with Zendesk; knowledge of Slack and Asana or equivalent PM tools.
• Comfortable owning scheduling, attendance, and frontline HR for a remote team.
• Graduate degree (any stream).

Responsibilities

• Lead day-to-day operations of a 10-member India CS team on a US night shift — scheduling, attendance, queue health, escalation management
• Own onboarding and training for new agents: product knowledge, SOP walkthroughs, tool training, and quality calibration
• Conduct regular QA reviews of agent tickets and deliver structured coaching and feedback
• Monitor team-level CSAT, FCR, and handle time metrics; surface trends and risks to the Director
• Serve as first escalation point for complex or sensitive customer issues
• Manage agent performance formally, including PIPs and documentation, per Indian employment law
• Provide async updates to US leadership via Slack and Asana on performance, blockers, and decisions
• Drive team retention and engagement, addressing challenges of night shifts

Skills

Team leadership

English communication

Coaching

Remote team management

Process improvement

Education

Graduate degree

Tools

Zendesk

Slack

Asana

Job description

Description

This is a founding leadership role. You will recruit, onboard, train, and manage a team of approximately 10 Customer Service Executives handling email and live chat support for US customers. You will operate with a high degree of autonomy, reporting directly to the Director of Customer Service (US-based). This role requires someone who has built or led international BPO teams before and can create structure, maintain quality, and drive team performance independently.

• Lead day-to-day operations of a 10-member India CS team on a US night shift — scheduling, attendance, queue health, and escalation management


• Own onboarding and training for new agents: product knowledge, SOP walkthroughs, tool training (Zendesk, Slack, Asana), and quality calibration


• Conduct regular QA reviews of agent tickets and deliver structured, one-on-one coaching and feedback


• Monitor team-level CSAT, FCR, and handle time metrics; surface trends and flag risks proactively to the Director of Customer Service


• Serve as first escalation point for complex or sensitive customer issues


• Manage agent performance formally, including PIPs and documentation, in line with Indian employment law


• Provide clear async updates to US leadership via Slack and Asana on team performance, blockers, and key decisions


• Drive team retention and engagement, with particular attention to the challenges of a sustained night shift schedule

Requirements

• 4–8 years total experience in customer service / BPO, with minimum 2 years in a Team Lead, Senior TL, or Supervisor role


• Must have experience managing teams supporting US or UK clients in an international process


• Proven track record of running agent onboarding and training programs independently, without real-time support from offshore leadership


• Strong written English: able to communicate clearly and with context to a US-based manager, primarily asynchronously


• Hands-on experience with Zendesk; working knowledge of Slack and Asana or equivalent project management tools


• Comfortable owning scheduling, attendance, and first-line HR responsibilities for a remote team


• Graduate degree (any stream)