Team Leader CS Email

Sayyam Investments Pvt. Ltd.; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Sayyam Investments Pvt. Ltd. in Bangalore – Koramangala seeks an experienced Team Leader to manage the Customer Support Email Team, ensuring timely responses, high-quality written communication, and SLA/TAT adherence.

The role requires 3–6 years total experience, 1–2 years in a TL role, graduation, proficiency in English and Hindi, and strong analytical skills to monitor metrics and coach the team.

Qualifications

• Graduation in any discipline from a recognized university.
• 3 to 6 years of overall experience in customer support, with 1–2 years as a Team Leader handling email/written support (NBFC/Fintech or Banking experience preferred).
• Exceptional written and verbal communication in English and Hindi; knowledge of regional languages is a strong plus.
• Strong proficiency in CRM ticketing tools, email management systems, and MS Excel/Google Sheets.
• Excellent people management, conflict resolution, and leadership capabilities.
• Strong analytical mindset with the ability to interpret data and drive operational efficiencies.

Responsibilities

• Manage a team of Customer Support Executives handling email, chat, and written queries.
• Monitor daily operational metrics, including email TAT, First Response Time (FRT), resolution rates, and queue backlogs.
• Conduct regular quality audits on email responses to ensure tone, grammar, accuracy, and adherence to company SOPs.
• Drive team performance against KPIs and SLAs.
• Conduct regular 1-on-1 coaching, feedback sessions, and performance appraisals for team members.
• Handle escalated complex customer complaints or dispute resolutions via written channels.
• Prepare daily, weekly, and monthly performance reports for senior management.
• Identify operational gaps, drive process improvements, and implement action plans to reduce repeat queries.
• Conduct continuous training and refresher sessions on product updates, policy changes, and writing etiquette.

Skills

Team leadership

Customer support

English & Hindi

Data analysis

Quality audits

Coaching

Education

Graduation in any discipline

Tools

CRM ticketing tools

Email management systems

MS Excel/Google Sheets

Job description

Job Title Team Leader – Customer Support (Email Team)
Industry NBFC / Financial Services
Location Bangalore – Koramangala
Experience: 3 to 6 Years (1–2 years in a TL/Supervisory role handling email/chat)
Employment Type Full-Time | Work from Office
Reporting To Operations Manager

Job Summary

We are seeking an experienced and data-driven Team Leader to manage and lead ourCustomer Support Email/Written process team. The ideal candidate will oversee dailyoperations, drive high standards of written communication, manage service-levelagreements (SLAs) and Turnaround Times (TAT) for email resolutions, and mentor a teamof support executives to deliver an exceptional customer experience.

Key Responsibilities

• Manage a team of Customer Support Executives handling email, chat, and writtencustomer queries.
• Monitor daily operational metrics, including email TAT, First Response Time (FRT),resolution rates, and queue backlogs.
• Conduct regular quality audits on email responses to ensure tone, grammar, accuracy,and adherence to company SOPs.
• Drive team performance against Key Performance Indicators (KPIs) and Service LevelAgreements (SLAs).
• Conduct regular 1-on-1 coaching, feedback sessions, and performance appraisals forteam members.
• Handle escalated complex customer complaints or dispute resolutions via writtenchannels.
• Prepare daily, weekly, and monthly performance reports for senior management.
• Identify operational gaps, drive process improvements, and implement action plans toreduce repeat queries.
• Conduct continuous training and refresher sessions on product updates, policychanges, and writing etiquette.

Eligibility & Skills

• Graduation in any discipline from a recognized university.
• 3 to 6 years of overall experience in customer support, with a minimum of 1 to 2 yearsas a Team Leader handling email/written support processes (NBFC, Fintech, or Bankingexperience preferred).
• Exceptional written and verbal communication skills in English and Hindi; knowledge ofregional languages is a strong plus.
• Strong proficiency in CRM ticketing tools, email management systems, and MS Excel/Google Sheets.
• Excellent people management, conflict resolution, and leadership capabilities.
• Strong analytical mindset with the ability to interpret data and drive operationalefficiencies.