Customer Service - Team Lead (International Support)

Getix Health; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Getix Health is seeking a Customer Service Lead in Bengaluru to guide day-to-day operations, mentor the team, and ensure high-quality customer interactions while resolving escalated issues.

The role combines people leadership, customer focus, and performance management to sustain a customer-first culture, collaborate with stakeholders, and drive continuous improvements in service delivery.

You will monitor KPIs to optimize support performance and ensure alignment with organizational goals.

Qualifications

• Leadership and people management experience
• Strong customer-centric mindset and problem-solving ability
• Excellent communication and coaching skills

Responsibilities

• Lead the delivery of consistent, professional, customer-focused service and resolve escalations.
• Coach and guide Customer Service Representatives, manage workloads, and onboard new team members.
• Monitor performance against KPIs and drive improvements to CSAT, FCR, and response times

Job description

The Customer Service Lead is responsible for leading day-to-day customer service operations, supporting and guiding the customer service team, ensuring high-quality customer interactions, resolving escalated customer issues, and driving continuous improvement in customer experience.

The role requires a strong combination of people leadership, customer focus, operational discipline, problem-solving, communication, and performance management. The Customer Service Lead will act as an important link between frontline customer service teams, internal stakeholders, and management.

KEY RESPONSIBILITIES

1. CUSTOMER EXPERIENCE & SERVICE DELIVERY

• Lead the delivery of consistent, professional, and customer-focused service.
• Ensure customer queries, requests, complaints, and escalations are handled promptly and effectively.
• Take ownership of complex or high-priority customer issues and ensure appropriate resolution.
• Identify recurring customer concerns and recommend preventive actions.
• Maintain a strong customer-first culture within the team.
• Ensure customer interactions meet established quality and service standards.
• Monitor customer feedback and identify opportunities to improve customer satisfaction.

2. TEAM LEADERSHIP & PEOPLE MANAGEMENT

• Provide day-to-day leadership, guidance, coaching, and support to Customer Service Representatives.
• Allocate work and monitor workload to ensure effective coverage and productivity.
• Conduct regular team huddles and communicate business priorities, process changes, and customer updates.
• Support onboarding and training of new team members.
• Coach employees on communication, customer handling, product/process knowledge, and problem resolution.
• Identify individual development needs and provide constructive feedback.
• Recognize strong performance and encourage a positive, collaborative team environment.
• Support performance improvement plans where required.
• Promote accountability, professionalism, teamwork, and ownership.

KEY RESPONSIBILITIES

1. CUSTOMER EXPERIENCE & SERVICE DELIVERY

• Lead the delivery of consistent, professional, and customer-focused service.
• Ensure customer queries, requests, complaints, and escalations are handled promptly and effectively.
• Take ownership of complex or high-priority customer issues and ensure appropriate resolution.
• Identify recurring customer concerns and recommend preventive actions.
• Maintain a strong customer-first culture within the team.
• Ensure customer interactions meet established quality and service standards.
• Monitor customer feedback and identify opportunities to improve customer satisfaction.

2. TEAM LEADERSHIP & PEOPLE MANAGEMENT

• Provide day-to-day leadership, guidance, coaching, and support to Customer Service Representatives.
• Allocate work and monitor workload to ensure effective coverage and productivity.
• Conduct regular team huddles and communicate business priorities, process changes, and customer updates.
• Support onboarding and training of new team members.
• Coach employees on communication, customer handling, product/process knowledge, and problem resolution.
• Identify individual development needs and provide constructive feedback.
• Recognize strong performance and encourage a positive, collaborative team environment.
• Support performance improvement plans where required.
• Promote accountability, professionalism, teamwork, and ownership.

3. PERFORMANCE MANAGEMENT

• Monitor team and individual performance against agreed KPIs and service-level targets.
• Track key metrics such as:
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Average Handling Time (AHT), where applicable
• Resolution Time
• Complaint/Escalation Rate
• Productivity
• Quality Scores
• Service-Level Achievement
• Prepare and communicate regular performance updates.
• Analyze performance trends and develop appropriate action plans.
• Work with team members to close performance gaps.

KEY PERFORMANCE INDICATORS

Success in this role will be measured through a combination of:

1. Customer Satisfaction (CSAT)

2. First Contact Resolution

3. Service-Level Achievement

4. Response and Resolution Times

5. Customer Complaint Resolution

6. Quality Assurance Scores

7. Team Productivity

8. Employee Performance and Development

9. Escalation Management

10. Process Improvement Contributions

11. Compliance with Customer Service Procedures

Stakeholder Satisfaction

1. CUSTOMER EXPERIENCE & SERVICE DELIVERY

• Lead the delivery of consistent, professional, and customer-focused service.
• Ensure customer queries, requests, complaints, and escalations are handled promptly and effectively.
• Take ownership of complex or high-priority customer issues and ensure appropriate resolution.
• Identify recurring customer concerns and recommend preventive actions.
• Maintain a strong customer-first culture within the team.
• Ensure customer interactions meet established quality and service standards.
• Monitor customer feedback and identify opportunities to improve customer satisfaction.

2. TEAM LEADERSHIP & PEOPLE MANAGEMENT

• Provide day-to-day leadership, guidance, coaching, and support to Customer Service Representatives.
• Allocate work and monitor workload to ensure effective coverage and productivity.
• Conduct regular team huddles and communicate business priorities, process changes, and customer updates.
• Support onboarding and training of new team members.
• Coach employees on communication, customer handling, product/process knowledge, and problem resolution.
• Identify individual development needs and provide constructive feedback.
• Recognize strong performance and encourage a positive, collaborative team environment.
• Support performance improvement plans where required.
• Promote accountability, professionalism, teamwork, and ownership.

3. PERFORMANCE MANAGEMENT

• Monitor team and individual performance against agreed KPIs and service-level targets.
• Track key metrics such as:
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Average Handling Time (AHT), where applicable
• Resolution Time
• Complaint/Escalation Rate
• Productivity
• Quality Scores
• Service-Level Achievement
• Prepare and communicate regular performance updates.
• Analyze performance trends and develop appropriate action plans.
• Work with team members to close performance gaps.

KEY PERFORMANCE INDICATORS

Success in this role will be measured through a combination of:

1. Customer Satisfaction (CSAT)

2. First Contact Resolution

3. Service-Level Achievement

4. Response and Resolution Times

5. Customer Complaint Resolution

6. Quality Assurance Scores

7. Team Productivity

8. Employee Performance and Development

9. Escalation Management

10. Process Improvement Contributions

11. Compliance with Customer Service Procedures

Stakeholder Satisfaction