Team Leader - Customer Care

Caledon Technologies India; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Caledon Technologies India is seeking a dynamic Team Leader for Customer Care (Email & Chat) to lead a high-performing international support team.

You will drive service levels, coach agents, manage escalations, and ensure adherence to SLAs while identifying process improvements.

The role offers growth in a fast-paced environment with exposure to global markets and a competitive salary.

Qualifications

• 10+ years in international customer service operations
• 35 years of experience as a Team Leader in an International Email & Chat Customer Support Process
• Experience with SLA, KPI and quality targets
• Experience with escalations management and service delivery
• Experience working with CRM and customer support platforms

Responsibilities

• Lead and manage a team of Customer Care Executives for Email and Chat.
• Monitor SLA, KPI, productivity and quality targets daily.
• Handle customer escalations; resolve per policy.
• Conduct performance reviews and coaching sessions.
• Prepare and present performance reports weekly and monthly.
• Drive continuous process improvements and staff development.
• Coordinate with stakeholders to resolve issues.
• Maintain high standards of customer experience across all interactions.

Skills

Leadership

CRM knowledge

Communication skills

Analytical skills

Problem solving

Decision making

Team management

Stakeholder management

Education

Graduate degree (any discipline)

Tools

CRM software

Customer support platforms

Job description

Job Description Team Leader

Team Leader -(Customer Care Email & Chat Process)

We are looking for a dynamic and customer-focused Team Leader Customer Care (Email & Chat Process) to lead a high-performing customer support team in an international business environment.

The ideal candidate will possess excellent leadership skills, strong operational knowledge, and the ability to drive customer satisfaction while ensuring adherence to service standards and SLAs.

The Team Leader will be responsible for managing day-to-day operations, handling customer escalations, coaching team members, monitoring quality, and implementing continuous process improvements.

Key Responsibilities

• Lead, motivate, and manage a team of Customer Care Executives handling Email and Chat support.
• Monitor daily operations to ensure SLA, KPI, productivity, and quality targets are consistently achieved.
• Handle customer escalations professionally and provide effective resolutions in line with company policies and procedures.
• Conduct regular performance reviews, coaching sessions, and one-on-one meetings with team members.
• Analyze operational reports and identify opportunities to improve efficiency and customer satisfaction.
• Ensure compliance with internal processes, quality standards, and customer service guidelines.
• Coordinate with internal stakeholders and cross-functional teams to resolve customer and operational issues.
• Prepare and present daily, weekly, and monthly performance reports.
• Drive employee engagement, motivation, and team development initiatives.
• Identify training needs and support the onboarding of new team members.
• Foster a culture of continuous improvement through process optimization and strategic thinking.
• Maintain high standards of customer experience across all customer interactions.

Required Qualifications

• Graduate in any discipline.
• 35 years of experience as a Team Leader in an International Email & Chat Customer Support Process.
• Overall 10+ years of experience in International Customer Service Operations is highly preferred.
• Strong knowledge of customer support processes, escalation management, and service delivery.
• Experience working with CRM and customer support platforms.
• Excellent written and verbal communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work in a fast-paced, performance-driven environment.

Desired Skills & Competencies

• Strong leadership and people management skills.
• Excellent stakeholder management and interpersonal skills.
• Proven ability to manage customer escalations and complex service issues.
• Strategic thinking with a continuous improvement mindset.
• Strong reporting and data analysis capabilities.
• Ability to coach, mentor, and develop high-performing teams.
• Excellent time management and organizational skills.
• Customer-centric approach with strong attention to detail.
• Ability to manage multiple priorities while maintaining service excellence.

Preferred Experience

• Experience managing international customers across North America, Europe, or other global markets.
• Exposure to Email, Chat, and CRM-based customer support operations.
• Experience in customer service quality management and process improvement initiatives.
• Knowledge of customer satisfaction metrics such as CSAT, NPS, FCR, AHT, SLA, and Quality Score.

Key Performance Indicators (KPIs)

• SLA Adherence
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Quality Score
• Team Productivity
• Average Response TimeEscalation Resolution
• Employee Engagement
• Attendance & Shrinkage
• Team Attrition
• Process Compliance

Why Join Us?

• Opportunity to lead a growing international customer support team.
• Exposure to global customer service operations.
• Career growth and leadership development opportunities.
• Collaborative and performance-driven work environment.
• Competitive salary of up to 6 LPA with long-term career progression.