Team Lead | E-Commerce 3+ Years

PineQ Lab Technology; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

PineQ Lab Technology in Pune, India, invites an experienced Customer Support Team Lead to guide a high-volume support group. You will coach, monitor KPIs, manage escalations, and drive improvements across CSAT, SLA, FRT, and backlog.

The role requires a Bachelor's degree and at least 4 years in customer support, with 2 years in a leadership role. You will collaborate with Product, Sales, and Operations, conduct reviews, and support onboarding of new team members.

Qualifications

• Bachelor's degree in any discipline.
• Minimum 4 years of overall experience in Customer Support/Customer Service.
• Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support.
• Strong people-management and leadership skills.
• Excellent verbal and written communication skills.
• Strong customer-handling and escalation-management abilities.
• Experience with CRM, helpdesk, or ticketing tools.
• Ability to work in a fast-paced environment and manage team targets.
• Strong ownership, accountability, and decision-making skills.
• Willingness to work 5.5 days per week as per business requirements.

Responsibilities

• Lead, manage, and mentor a team of Customer Support Executives.
• Monitor team performance, productivity, and service levels.
• Handle customer escalations and ensure timely resolution of critical issues.
• Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog.
• Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews.
• Identify performance gaps and provide ongoing feedback and training.
• Ensure adherence to company SOPs, policies, and customer support processes.
• Review customer interactions and tickets to maintain service quality.
• Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues.
• Prepare regular performance reports and share insights with management.
• Identify recurring customer issues and drive process improvements.
• Support onboarding and training of new team members.

Skills

People management

Leadership

Communication

Customer service

Coaching

Performance management

CRM tools

Ticketing tools

Education

Bachelor's degree in any discipline

Tools

Zendesk

Freshdesk

Salesforce

Intercom

Job description

• Lead, manage, and mentor a team of Customer Support Executives.
• Monitor team performance, productivity, and service levels.
• Handle customer escalations and ensure timely resolution of critical issues.
• Track KPIs such as CSAT, SLA adherence, FRT, resolution time, FCR, and ticket backlog.
• Conduct regular team huddles, one-on-one meetings, coaching, and performance reviews.
• Identify performance gaps and provide ongoing feedback and training.
• Ensure adherence to company SOPs, policies, and customer support processes.
• Review customer interactions and tickets to maintain service quality.
• Coordinate with Product, Sales, Operations, and other internal teams to resolve customer issues.
• Prepare regular performance reports and share insights with management.
• Identify recurring customer issues and drive process improvements.
• Support onboarding and training of new team members.

Candidate Requirements

• Bachelor's degree in any discipline.
• Minimum 4 years of overall experience in Customer Support/Customer Service.
• Minimum 2 years of experience as a Team Lead/Supervisor in Customer Support.
• Strong people-management and leadership skills.
• Excellent verbal and written communication skills.
• Strong customer-handling and escalation-management abilities.
• Good analytical and problem-solving skills.
• Experience with CRM, helpdesk, or ticketing tools.
• Ability to work in a fast-paced environment and manage team targets.
• Strong ownership, accountability, and decision-making skills.
• Willingness to work 5.5 days per week as per business requirements.

Preferred Experience

• Experience managing a high-volume customer support team.
• Hands-on experience with tools such as Zendesk, Freshdesk, Salesforce, Intercom, or similar platforms.
• Experience with support dashboards, reporting, and performance analytics.
• Knowledge of process improvement and root-cause analysis.