Team Lead - Customer Support

Keka Inc.; Bhopal; On-site; INR 600,000 - 900,000; Full time

Job summary

Keka Inc. is seeking a proactive Customer Support Team Lead in India to oversee daily operations and drive customer satisfaction.

You will manage a team, guide escalations, and collaborate with Sales to improve conversions. You’ll use Exotel, cloud telephony, and CRM tools to monitor performance, generate reports, and implement process improvements, all while maintaining strong communication and leadership within the team.

Qualifications

• 1–3 years in customer support/telecalling, with team handling preferred.
• Excellent communication and leadership skills.
• Experience in customer support or telesales environments.
• Proficiency in CRM tools, Excel/Google Sheets, and support systems.
• Strong problem-solving and team management abilities.

Responsibilities

• Lead and manage the customer support team to ensure high-quality service and timely resolution of queries.
• Oversee inbound and outbound calls to assist customers and provide product/service information.
• Monitor team performance, call quality, and ensure achievement of daily, weekly, and monthly targets.
• Handle escalations, complaints, and complex customer issues professionally and efficiently.
• Ensure proper tracking, follow-ups, and closure of customer queries and support tickets.
• Maintain accurate records of customer interactions and team performance in CRM systems.
• Collaborate with sales and other teams to improve customer experience and support conversions.
• Train, mentor, and guide team members to enhance productivity and communication skills.
• Prepare reports, analyze data, and identify areas for process improvement.
• Utilize tools like Exotel, cloud telephony systems, spreadsheets, and support ticketing platforms effectively.
• Ensure strong usage of Excel/Google Sheets for reporting and performance tracking.

Skills

Team leadership

Communication

CRM tools

Excel/Google Sheets

Problem solving

Tools

Exotel

Cloud telephony

Ticketing systems

Job description

• Lead and manage the customer support team to ensure high-quality service and timely resolution of queries.
• Oversee inbound and outbound calls to assist customers and provide product/service information.
• Monitor team performance, call quality, and ensure achievement of daily, weekly, and monthly targets.
• Handle escalations, complaints, and complex customer issues professionally and efficiently.
• Ensure proper tracking, follow-ups, and closure of customer queries and support tickets.
• Maintain accurate records of customer interactions and team performance in CRM systems.
• Collaborate with sales and other teams to improve customer experience and support conversions.
• Train, mentor, and guide team members to enhance productivity and communication skills.
• Prepare reports, analyze data, and identify areas for process improvement.
• Utilize tools like Exotel, cloud telephony systems, spreadsheets, and support ticketing platforms effectively.
• Ensure strong usage of Excel/Google Sheets for reporting and performance tracking.

Experience and Qualifications:

• Minimum 1–3 years of experience in customer support/telecalling, with team handling experience preferred.
• Excellent communication and leadership skills.
• Experience in customer support or telesales environments.
• Proficiency in CRM tools, Excel/Google Sheets, and support systems.
• Strong problem-solving and team management abilities.