Customer Support Team Leader

Corishta Ltd.; Pune District, Mumbai, Nalanda; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Corishta Ltd. in India seeks a Customer Support Team Leader to supervise a multilingual care team across channels. You will manage the queue, monitor service quality, and ensure the team has what it needs during peak periods.

You will coach, review escalations, and report on performance metrics such as response times and customer satisfaction while guiding new team members through their early weeks in a fast-paced consumer business environment.

Qualifications

• 4+ years in customer support with at least 2 years as a team lead.
• Experience managing a multi-channel, multilingual support team.
• Strong understanding of support metrics and their meaning.
• Fluency in Hindi and English; ability to work in regional languages.
• Calm leadership under pressure.
• Experience in consumer-business support.
• Familiarity with workforce management for support operations.
• Exposure to quality assurance for support.

Responsibilities

• Supervise the customer care team and allocate work across channels and languages.
• Monitor service quality and coach the team to meet standards.
• Manage queue and staffing, especially during peak season.
• Review escalations and ensure timely closures.
• Report support performance, including response times and customer satisfaction.
• Raise recurring issues needing product or engineering attention.
• Support onboarding of new team members in their first weeks.

Skills

Team leadership

Customer support management

Queue management

Performance metrics

Coaching

Workforce management

Quality assurance

Hindi & English fluency

Multilingual support

Job description

As Customer Support Team Leader you supervise a team of customer care executives across the languages and channels we support. You will manage the queue, monitor the quality of the service being delivered, and make sure the team has what it needs during peak season.

Responsibilities

• Supervise the customer care team and allocate work across the channels and languages
• Monitor service quality and coach the team on the standards expected
• Manage the queue and staffing, particularly during peak matrimonial season
• Review escalations and ensure they are closed properly
• Report support performance, including response times and satisfaction, accurately
• Raise the recurring issues that need product or engineering attention
• Support the new team members through their first weeks

Requirements

• Four or more years in customer support, with at least two years leading a team
• Experience managing a team that works across several channels and languages
• Strong understanding of support metrics and of what they mean
• Fluency in Hindi and English, with the ability to work in regional languages where needed
• Calm leadership under pressure
• Experience leading a support team in a consumer business
• Familiarity with workforce management for support operations
• Exposure to quality assurance for support

Preferred Skills

• Team leadership
• Support operations
• Quality monitoring
• Queue management
• Performance reporting
• Coaching
• Workforce management
• Support analytics
• Escalation governance

Compensation

This is a full-time salaried position. Salary for this role is confirmed individually during the hiring process and is based on experience; no fixed figure is advertised at this stage.

Work Location

• Pune, Maharashtra
• Mumbai, Maharashtra