Customer Support Team Lead- Bengaluru

Uncle Delivery; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Uncle Delivery in Bengaluru is seeking a seasoned Customer Support Team Lead to guide a 15–20 member inbound voice and chat team, ensuring SLA and CSAT targets are met.

You will analyze call and chat trends, drive improvement initiatives, handle escalations, coach teammates, and coordinate with city teams for operational excellence.

Strong experience with Genesys, Zoho or Freshdesk, plus solid analytics (Excel/Sheets), and fluent English with Kannada and Telugu preferred.

Qualifications

• 5+ years in Customer Support, including 2+ years as a Team Lead in a chat process.

Responsibilities

• Lead a team of 15–20 inbound voice & chat agents, ensuring SLA and CSAT targets are met.
• Analyze call/chat trends, drive improvement initiatives, and coordinate with city teams.
• Handle escalations, audit performance, coach team members, and drive customer satisfaction.
• Monitor team metrics (SLA, AHT, CSAT), maintain SOPs, rosters, and conduct regular reviews.
• Collaborate with leadership for process improvements and operational excellence.

Skills

Team Leadership

Voice & Chat

Analytical Reporting

Tools

Genesys

Zoho

Freshdesk

Job description

We're hiring! If you think your experience and expertise tick all of the boxes for a
great journey at Uncle Delivery, then apply
for this role right away!

Job Title: Team Lead-Customer Support

Uncle Delivery is looking for a Customer Support Team Lead in Bengaluru.

Are you passionate about delivering exceptional customer support and leading high-performing teams? We’re looking for a Customer Support Team Lead with strong experience managing voice and chat processes on domestic platforms.

Experience: 5+ years in Customer Support, including 2+ years as a Team Lead in a chat process.

Key Responsibilities:

1. Lead a team of 15–20 inbound voice & chat agents, ensuring SLA and CSAT targets are met.

2.Analyze call/chat trends, drive improvement initiatives, and coordinate with city teams.

3.Handle escalations, audit performance, coach team members, and drive customer satisfaction.

4.Monitor team metrics (SLA, AHT, CSAT), maintain SOPs, rosters, and conduct regular reviews.

5.Collaborate with leadership for process improvements and operational excellence.

What We’re Looking For:

1.Proven experience with tools like Genesys, Zoho, Freshdesk etc.
2.Strong analytical and reporting skills (Excel, Google Sheets, PowerPoint).
3.Effective communicator in English; fluency in Kannada & Telugu is essential, Hindi is a plus.
4.Background in BPO (Voice & Non-Voice), with domestic chat process experience.
5.Candidates from the logistics sector are preferred.

You can reach out to Pramodh
Email ID:
[e-mail]
Linkedin:
https://www.linkedin.com/in/pramodhar/