Team Lead - Customer Support

WSFx Global Pay Limited; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

WSFx Global Pay Limited in Mumbai seeks a dynamic Customer Support Lead to direct a 24x7 team, manage rosters, and optimize service delivery. You will monitor multiple channels, ensure SLA targets, and drive continuous improvement through coaching and performance reporting.

The role emphasizes leadership, strong communication, and a customer-centric approach, with a focus on process enhancements and cross-functional collaboration to elevate the customer experience.

Qualifications

• Strong leadership and people management experience in a 24x7 support setup.
• Excellent verbal and written communication skills.
• Customer-centric mindset with a focus on service quality.
• Strong analytical and problem-solving abilities for process improvements.
• Effective stakeholder management and conflict resolution skills.
• Experience in workforce planning and shift management for large teams.

Responsibilities

• Lead and supervise the Customer Support team in a 24x7 operational environment.
• Manage shift rosters, attendance, leave planning, and workforce allocation.
• Monitor channels including Email, Voice, WhatsApp, VKYC, and CRM.
• Ensure adherence to SLAs, First Response Time, and Resolution Time targets.
• Handle escalations and coordinate with internal teams for timely resolution.
• Monitor ticket queues, backlog, ageing, and agent productivity via Salesforce Service Cloud.
• Prepare and share Daily, Weekly, and Monthly MIS and performance reports.
• Conduct quality reviews and provide coaching and feedback to agents.
• Organize training sessions on products and customer service best practices.
• Maintain Salesforce Knowledge Base, SOPs, and training docs; drive improvements.

Skills

Leadership

Communication

Customer-centric

Analytical thinking

Stakeholder management

Escalation handling

Workforce planning

Quality monitoring

Reporting & MIS

Fast-paced operations

Organizational skills

Job description

Role & responsibilities

• Lead and supervise the Customer Support team in a 24x7 operational environment.
• Manage shift rosters, attendance, leave planning, and workforce allocation.
• Monitor customer support channels including Email, Voice, WhatsApp, VKYC, and CRM.
• Ensure adherence to SLAs, First Response Time, and Resolution Time targets.
• Handle customer escalations and coordinate with internal teams for timely resolution.
• Monitor ticket queues, backlog, ageing, and agent productivity through Salesforce Service Cloud.
• Prepare and share Daily, Weekly, and Monthly MIS and performance reports.
• Conduct quality reviews of customer interactions and provide coaching and feedback.
• Organize regular training sessions on products, processes, and customer service best practices.
• Maintain and update the Salesforce Knowledge Base, SOPs, and training documentation.
• Drive process improvements to enhance operational efficiency and customer experience.
• Collaborate with cross-functional teams to ensure seamless customer support operations.

Preferred candidate profile

• Strong leadership and people management skills
• Excellent verbal and written communication
• Customer-centric mindset
• Strong analytical and problem-solving abilities
• Effective stakeholder management
• Escalation handling and conflict resolution
• Workforce planning and shift management
• Quality monitoring and coaching
• Reporting and MIS preparation
• Ability to work in a fast-paced 24x7 operational environment
• Strong organizational and multitasking skills