Customer Support _ E commerce- Team Lead

PineQ Lab Technology; Pune District; On-site; INR 900,000 - 1,800,000; Full time

Job summary

PineQ Lab Technology is seeking a capable Lead for Customer Support in Pune to guide a team of executives, drive performance, and resolve complex customer issues.

The role focuses on maintaining service quality, managing escalations, and reporting insights to management while coordinating with cross-functional teams. Requires strong leadership and communication skills.

Qualifications

• Bachelor’s degree in any discipline.
• Minimum 4 years of overall experience in Customer Support/Customer Service.
• Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support.
• Strong people-management and leadership skills.
• Excellent verbal and written communication skills.

Responsibilities

• Lead, manage, and mentor a team of Customer Support Executives.
• Monitor team performance, productivity, and service levels.
• Handle customer escalations and ensure timely resolution of critical issues.
• Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog.
• Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews.
• Identify performance gaps and provide ongoing feedback and training.
• Ensure adherence to company SOPs, policies, and customer support processes.
• Review customer interactions and tickets to maintain service quality.
• Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues.
• Prepare regular performance reports and share insights with management.
• Identify recurring customer issues and drive process improvements.
• Support onboarding and training of new team members.

Skills

People management

Leadership

Communication

Customer handling

Escalation management

Analytical thinking

Problem solving

CRM tools

Education

Bachelor's degree

Tools

Zendesk

Freshdesk

Salesforce

Intercom

Job description

• Lead, manage, and mentor a team of Customer Support Executives.
• Monitor team performance, productivity, and service levels.
• Handle customer escalations and ensure timely resolution of critical issues.
• Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog.
• Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews.
• Identify performance gaps and provide ongoing feedback and training.
• Ensure adherence to company SOPs, policies, and customer support processes.
• Review customer interactions and tickets to maintain service quality.
• Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues.
• Prepare regular performance reports and share insights with management.
• Identify recurring customer issues and drive process improvements.
• Support onboarding and training of new team members.

Candidate Requirements

• Bachelor’s degree in any discipline.
• Minimum 4 years of overall experience in Customer Support/Customer Service.
• Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support.
• Strong people-management and leadership skills.
• Excellent verbal and written communication skills.
• Strong customer-handling and escalation-management abilities.
• Good analytical and problem-solving skills.
• Experience with CRM, helpdesk, or ticketing tools.
• Ability to work in a fast-paced environment and manage team targets.
• Strong ownership, accountability, and decision-making skills.
• Willingness to work 5.5 days per week as per business requirements.

Preferred Experience

• Experience managing a high-volume customer support team.
• Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platforms.
• Experience with support dashboards, reporting, and performance analytics.
• Knowledge of process improvement and root-cause analysis.