TL- Customer Support

Bridgexcel; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Bridgexcel in Gurugram is seeking an experienced Team Leader Customer Support with a strong background in NBFC, Banking, or Financial Services. You will lead and mentor the customer support team, drive SLA/KPI performance, and manage escalations to ensure excellent service.

You will coordinate with internal teams, conduct coaching and reviews, prepare MIS reports, identify training needs, ensure policy compliance, and push process improvements to boost customer satisfaction.

Qualifications

• 3+ years of experience in a Team Leader role in customer support.

Responsibilities

• Lead, mentor, and manage the Customer Support team.
• Monitor SLA, KPI, productivity, and team performance.
• Handle customer escalations and ensure timely resolution.
• Conduct team huddles, coaching, and performance reviews.
• Monitor call quality, email/chat interactions, and service standards.
• Prepare daily, weekly, and monthly MIS reports.
• Identify training requirements and improve team performance.
• Coordinate with internal teams to resolve operational issues.
• Ensure compliance with NBFC guidelines and company policies.
• Drive customer satisfaction and process improvement initiatives.

Skills

Team leadership

Customer service management

KPI monitoring

Escalation handling

Coaching

Process improvement

Job description

About the Role

We are looking for an experienced Team Leader Customer Support with a strong background in NBFC, Banking, or Financial Services. The candidate will be responsible for managing the customer support team, achieving operational KPIs, handling escalations, and ensuring excellent customer service.

Key Responsibilities

• Lead, mentor, and manage the Customer Support team.
• Monitor SLA, KPI, productivity, and team performance.
• Handle customer escalations and ensure timely resolution.
• Conduct team huddles, coaching, and performance reviews.
• Monitor call quality, email/chat interactions, and service standards.
• Prepare daily, weekly, and monthly MIS reports.
• Identify training requirements and improve team performance.
• Coordinate with internal teams to resolve operational issues.
• Ensure compliance with company policies and applicable NBFC guidelines.
• Drive customer satisfaction and process improvement initiatives.

Mandatory Requirements

• 3+ years of experience as a Team