Team Lead - Customer Support & Success

AstroVed; Zone 7 Ambattur; On-site; INR 800,000 - 1,200,000; Full time

Job summary

AstroVed is seeking a highly empathetic Team Lead for Customer Support & Success with 5+ years of experience to guide operations and ensure exceptional service for high-value customers, primarily across the US, UK and Western regions.

The role requires strong leadership, excellent communication, and the ability to mentor team members, manage escalations, and drive continuous improvement in a structured yet flexible service environment.

Qualifications

• 5+ years of experience in a customer-facing support or success role.

Responsibilities

• Deliver timely, personalized support via chat, email, WhatsApp, social media, and voice channels.
• Identify root cause of customer concerns and provide empathetic guidance.
• Build rapport with high-profile customers through attentive listening and clear communication.
• Collaborate with internal teams to resolve escalated issues swiftly.
• Ensure the team stays updated on product/process changes to provide reliable support.
• Lead the team to meet performance standards for resolution time, quality, and customer satisfaction.

Skills

Team Lead

Customer Support

Customer Success

Empathy

Communication

Escalations

Education

Any discipline degree

Tools

Zendesk

Freshdesk

Salesforce

MS Office

Job description

We are looking for a highly empathetic and experienced Team Lead Customer Support & Success with 5+ years of experience to lead our customer support operations and ensure exceptional service for high-value customers, primarily across the US, UK, and other Western regions. The role requires strong leadership, excellent communication, and the ability to guide the team in resolving complex customer concerns with empathy and professionalism. The ideal candidate will be responsible for maintaining high service standards, improving customer satisfaction, mentoring team members, and ensuring timely, solution-oriented support. A successful candidate should be dependable, proactive, and resourceful, with the ability to manage escalations, strengthen customer relationships, and drive continuous improvement in a structured yet flexible service environment.

What You'll Do:

• Deliver timely, personalized support via chat, email, WhatsApp, social media, and voice (inbound/outbound) channels.
• Identify the root cause of customer concerns and offer empathetic, well-informed guidance.
• Build strong rapport with high-profile customers through attentive listening and thoughtful communication.
• Work closely with internal teams to resolve escalated concerns swiftly and effectively.
• Ensure team should aware of product and process updates to provide reliable support.
• As a Lead consistently meet team performance standards including resolution time, quality, and customer satisfaction.

What Were Looking For:

• 3+ years of experience as a Team Lead in a customer-facing support or success role, preferably handling high-value international customers.
• Excellent English communication skills (written and verbal) with a professional and compassionate tone.
• Ability to work in rotational shifts, including nights and weekends, as part of a 24/7 support environment.
• Comfortable managing responsibilities in a remote night shift setting with access to a personal computer/laptop and a stable high-speed internet connection.
• Open to supporting during holidays, as needed, to ensure uninterrupted customer experience.
• Graduate in any discipline with excellent time management and multitasking abilities.

Preferred Skills:

• Experience with CRM tools such as Zendesk, Freshdesk, Salesforce, or similar platforms.
• Proficiency in MS Office (Excel, Word).
• Background in e-commerce, SaaS, or service-based industries is an advantage.
• Proactive, detail-oriented, and committed to delivering a world-class customer experience.

Interested candidates are welcome to walk in for interviews at our office from Monday to Friday, between 10:00 AM and 03:00 PM.

AstroVed Corporate Office
AstroVed.com Private Limited
Prince Info Park (4th Floor, BlockA)
Plot 81B, 2nd Main Road
Ambattur Industrial Estate
Chennai 60005

Selected candidates will be expected to join us within a week or preferably within a couple of days.