Team Lead – Customer Support

Exponent Energy; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

Exponent Energy is seeking a Customer Support Team Lead in Bengaluru to manage a 3-4 member team across shifts, ensuring smooth daily operations and top-notch customer interactions. You will guide executives to meet SLAs and quality standards, triage complex issues, and maintain continuous service levels.

You will monitor queues, provide on-the-floor coaching, and generate shift reports while driving process improvements and coaching opportunities for the team.

Qualifications

• Experience leading a small team in a customer-support environment.
• Ability to handle escalations and guide junior staff.
• Strong communication skills, calm under pressure, quick decision making.
• Proven track record in meeting quality and SLA targets.
• Demonstrated structured problem-solving and coaching abilities.

Responsibilities

• Lead a team of 3-4 Customer Support Executives per shift.
• Supervise support executives to meet SLAs and quality standards.
• Act as first escalation point for complex issues with full context.
• Monitor real-time queues to ensure timely ticket handling, action, and closure.
• Conduct daily briefings, track attendance, and maintain shift handovers.
• Identify coaching opportunities via call/chat monitoring and on-floor feedback.
• Flag recurring issues to Ops Lead for root-cause analysis and process improvements.
• Maintain shift-level reports on metrics like resolution rate, response time, and escalations.

Skills

Team leadership

Escalation handling

Communication skills

Multitasking

Quality assurance

Problem solving

Job description

ROLE

• – Lead a team of 3-4 Customer Support Executives during a shift, ensuring smooth day-to-day operations and high-quality customer interactions.
• – Supervise and guide support executives to meet SLAs and quality standards.
• – Act as the first escalation point for complex or unresolved customer issues, triaging, resolving, or escalating with full context.
• – Monitor real-time queue to ensure tickets are picked up, actioned, and closed on time.
• – Conduct daily briefings, track attendance, and maintain shift handover notes for continuity across shifts.
• – Identify coaching opportunities through call/chat monitoring and provide on-the-floor feedback to executives.
• – Flag recurring issues or patterns to the Customer Support Operations Lead for root cause analysis and process improvement.
• – Maintain accurate shift-level reports on key metrics such as resolution rate, response time, and escalations.

REQUIREMENTS

• – 2–4 years of experience in customer support, including handling escalations or informal team leadership.
• – Ability to work in a 24/7 shift environment, including nights and weekends.
• – Strong communication skills and ability to stay calm under pressure while making quick decisions.
• – Demonstrated quality of work and structured problem‑solving abilities.
• – Ability to multi‑task and handle a dynamic working environment.
• – Resilient attitude with the capacity to bounce back after setbacks.