Team Lead

Team Vertex Cosmos; Jaipur; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Team Vertex Cosmos in Jaipur (WFO) seeks a Team Lead to oversee international e-commerce and customer support operations. You will manage a 15-20 member team across chat, email, voice, and social channels, ensuring SLA adherence and high CSAT.

Ideal candidate has BPO leadership experience, strong metrics focus (CSAT, FCR, AHT), and hands-on CRM/tool familiarity. Rotational shifts and regional coverage are required.

Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• 3+ years of experience in international e-commerce support leadership.
• Strong understanding of SLAs, KPIs, and client governance meetings.

Responsibilities

• Lead and coach a team of 15-20 agents handling international e-commerce queries.
• Monitor queue health, ensure SLA adherence, and drive KPI targets.
• Coach, perform RCA, and implement training to close skill gaps.
• Generate daily/weekly/monthly reports and present to management and clients.

Skills

Team leadership

People management

English communication

Data analysis

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

Salesforce

Gorgias

Freshdesk

Shopify

Magento

Job description

• Job Title: Team Lead - International E-Commerce & Customer Support
• Department: Operations / E-Commerce Support
• Employment Type: Full-Time
• Location: Jaipur (WFO)
• Shift: Rotational Shifts

Job Purpose

The Team Lead will be responsible for overseeing day-to-day customer support operations for an international e-commerce account. This role requires managing a team of customer support representatives to ensure high performance, adherence to SLAs, and exceptional customer satisfaction across multiple channels (Chat, Email, Voice, and Social Media). The ideal candidate brings strong BPO leadership experience, a deep understanding of international e-commerce workflows, and a track record of driving key metrics like CSAT, FCR, and AHT.

Key Responsibilities

• Team Leadership & Operations Management Lead, mentor, and coach a team of 15-20 customer support agents handling international e-commerce queries.
• Monitor live queue health and daily operational workflows to ensure SLAs (Service Level Agreements) and KPI targets are consistently met.
• Conduct regular 1-on-1 coaching sessions, side-by-side monitoring, and perform detailed root-cause analysis (RCA) on performance gaps.
• Drive team engagement, minimize attrition, and foster a positive, collaborative work environment.

E-Commerce Support & Process Oversight

• Manage end-to-end e-commerce customer journeys, including order tracking, cancellations, refunds, returns, exchanges, chargebacks, and payment escalations.
• Serve as the primary escalation point for complex, high-priority customer complaints, ensuring resolution with empathy and tact.
• Work closely with Quality Assurance (QA) and Training teams to identify skill gaps and implement refresher training.

Reporting & Client Interaction

• Generate and present daily, weekly, and monthly operational reports (KPI dashboards, queue performance, attendance, shrinkage) to internal management and client stakeholders.
• Participate in regular client governance meetings (WBRs/MBRs) to review operational metrics, challenges, and action plans.
• Identify process bottlenecks and recommend continuous improvement initiatives to enhance operational efficiency.

Qualifications & Key Requirements

• Education: Bachelors degree in Business Administration, Communications, or a related field (or equivalent practical experience).

Experience

• Minimum 2-3 years of experience as a Team Lead in a BPO / Contact Center environment.
• At least 3+ years of experience in International E-Commerce Customer Support (US/UK/AU regions preferred).
• Domain Knowledge: Strong grasp of standard e-commerce operations (logistics, order lifecycle, payment gateways, returns/refund processes).
• Technical Skills: Hands-on experience with CRM tools (Salesforce, Gorgias, or Freshdesk) and e-commerce platforms (Shopify, Magento, Amazon Vendor/Seller Central).
• Proficiency in MS Excel / Google Sheets for data analysis.
• Communication: Exceptional verbal and written English communication skills, with clear cultural sensitivity for international customer interactions.
• Work Schedule: Flexibility to work in 24/7 rotational shifts, weekend shifts, and during peak holiday retail seasons.

Key Performance Indicators (KPIs) Managed

• CSAT / NPS: Customer Satisfaction & Net Promoter Scores
• SLA Adherence: First Response Time (FRT), Average Resolution Time (ART), Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Quality Scores: Team Audit Accuracy & Process Compliance
• People Metrics: Agent Shrinkage, Attrition, and Productivity Rate