Team Leader – Customer Delight

Connectandheal; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Connectandheal in Bengaluru is hiring a Team Leader for Customer Delight to transition from resolving tickets to shaping excellence. You will lead a high-performing squad of support associates, ensuring they meet tight SLAs with an empathetic, customer-first mindset.

You will own productivity, quality of output, and deep-dive reporting that informs product and service improvements. Requires 5+ years in customer support and 2+ years in a team leader role, English and Hindi fluency, and strong

Qualifications

• 5+ years of total experience in Customer Support (Voice/Blended).
• At least 2 years in a Team Leader or Senior Lead role.
• Graduate degree with professional fluency in English and Hindi.

Responsibilities

• Lead, mentor, and coach a team of 10-15 Customer Delight Executives.
• Monitor and improve SLA adherence, quality, and productivity with regular performance reviews.
• Coordinate with Product/Operations for root-cause analysis and reporting.

Skills

Leadership & coaching

Performance management

Communication

Education

Graduate

Tools

Zendesk

Freshdesk

Salesforce

Google Sheets

MS Excel

Job description

As a Team Leader for Customer Delight, you will transition from "resolving tickets" to "shaping excellence." You will manage a high-performing squad of support associates, ensuring they meet rigorous SLAs while maintaining an empathetic, customer-first mindset. You are responsible for the team’s productivity, quality of output, and the deep-dive reporting that helps us improve our product/service.

Key Responsibilities

1. Team Leadership & Performance Management

• Direct Supervision: Lead, mentor, and coach a team of 10-15 Customer Delight Executives.
• Performance Reviews: Conduct regular 1-on-1s and monthly performance audits to identify skill gaps and provide actionable feedback.
• Rostering: Manage attendance, shift adherence, and rotational week-offs to ensure 24/7 or peak-hour coverage.
• Escalation Handling: Act as the final point of contact for complex or high-priority customer escalations, ensuring a "First Time Right" resolution.

2. Data Ownership & Analytics (AHT/FTR/CSAT)

• SLA Monitoring: Ensure the team strictly adheres to Response Time and Resolution Time SLAs.
• Reporting & MIS: Prepare and present daily/weekly/monthly reports focusing on:
  • AHT (Average Handle Time): Optimizing talk/chat time without compromising quality.
  • FTR (First Time Resolution): Measuring the efficiency of the team in solving issues in a single touchpoint.
  • CSAT/NPS: Tracking customer satisfaction scores at an agent and team level.
• Trend Analysis: Identify recurring customer pain points and coordinate with the Product/Operations teams to fix root causes.

3. Quality & Process Improvement

• Call/Chat Auditing: Conduct regular quality audits to ensure the team maintains the brand’s "Tone of Voice."
• SOP Creation: Develop and update Standard Operating Procedures (SOPs) for new product features or service updates.
• Training: Work with the training team to conduct "Refresher Sessions" for bottom-quartile performers.

Candidate Requirements

• Experience: 5+ years of total experience in Customer Support (Voice/Blended), with at least 2 years in a Team Leader or Senior Lead role.
• Education: Graduate
• Language: Professional-level fluency in English and Hindi is mandatory.
• Tech Skills: Advanced proficiency in MS Excel (VLOOKUP, Pivot Tables) and Google Sheets for data reporting.
• Hands-on experience with CRM tools (Zendesk, Freshdesk, Salesforce, etc.).
• Soft Skills: Striking leadership presence, high emotional intelligence, and the ability to thrive in a high-pressure, fast-paced "startup" culture.

Required Skills