We are looking for an experienced Service Team Lead to lead a customer service team and ensure excellent customer experience across voice and WhatsApp support channels. The role will be responsible for team performance, escalations, service quality, operational efficiency, and adherence to customer service standards.
Key Responsibilities
Lead, coach, and motivate a team of Customer Service Associates.
Conduct daily huddles, 1:1s, performance reviews, and regular feedback sessions.
Monitor and achieve key service metrics including CSAT, NPS, response time, resolution time, FCR, and quality scores .
Manage team rosters, attendance, shift planning, and workload allocation.
Handle complex customer escalations and ensure timely resolution.
Monitor calls/chats for service quality, empathy, accuracy, and process adherence.
Drive team productivity and operational efficiency.
Prepare and review daily/weekly performance dashboards and identify improvement areas.
Identify process gaps and recommend solutions to reduce repeat queries and improve resolution.
Coordinate with internal teams such as Product, Sales, Technical Support, and Trust & Safety for issue resolution.
Ensure compliance with customer privacy, safety, and communication guidelines.
Conduct training on processes, products, features, and SOPs.
Conduct quality audits and maintain team knowledge base and process documentation.
Mandatory Skills & Competencies
4–7 years of experience in Customer Service / Customer Support , with at least 2 years in a Team Lead role.
Strong verbal and written communication skills.
Proven experience in team handling, customer escalations, SLA management, and performance monitoring .
Strong understanding of CSAT, NPS, FCR, response time, quality scores, and productivity metrics .
Experience handling high-emotion or sensitive customer interactions with empathy and professionalism.
Good knowledge of Excel/Google Sheets and performance dashboards .
Strong problem-solving, conflict management, coaching, and people-management skills.
Experience with CRM/customer support tools such as Freshdesk, Zendesk, Salesforce, or similar platforms will be an advantage.
Experience in internet/consumer technology, e-commerce, matchmaking, dating, or other customer-first businesses is preferred.
... 24-hour in-room dining, meeting and event venues, outdoor pool, spa and fitness facilities. Vivanta Ekta Nagar, Statue of Unity is hiring Team Leader – F&B Service for an on-site, full-time position in Ekta Nagar, Narmada district, Gujarat, close to the Statue of Unity. Supervise food and beverage service colleagues and ...
... 24-hour in-room dining, meeting and event venues, outdoor pool, spa and fitness facilities. Vivanta Ekta Nagar, Statue of Unity is hiring Team Leader – F&B Service for an on-site, full-time position in Ekta Nagar, Narmada district, Gujarat, close to the Statue of Unity. Supervise food and beverage service colleagues and ...
... Elevator and Escalator Factory and Shared Service Centre to support India operations, which is in-fact one of the fastest growing market now globally. Join us as a Service Engineer (Customer Engineer/ Sr. Customer Engineer/ Team Lead- Service and Maintenance) Your main responsibilities As Per JD What you bring As Per JD What’s ...
... Elevator and Escalator Factory and Shared Service Centre to support India operations, which is in-fact one of the fastest growing market now globally. Join us as a Service Engineer (Customer Enginner/ Sr. Customer Engineer/ Team Lead- Service and Maintenance) Your main responsibilities The Customer Engineer creates operational ...
... Application Support Manager, Team Leader(s) and other Deputy Team Leader(s) to align the day-day activities of the Application Support Team to ensure a good level of service is delivered into the customers - Cover any other management duties in the absence of the Team Leader(s) locally or as requested. - Helping leadership team ...
... customer service advisor in a 24*7 environment which involves rostering, scheduling and contingency planning based on workflow • Collaborate and engage with service desk team daily, initiate team meetings, and daily huddles as required. • Hold regular workload management meetings with Helpdesk leadership team to ensure ...
... you to become even better. Thank you for your interest in continuing to grow your Cummins career! We are looking for a talented Team Lead - Engine to join our team in Johor Bahru, Malaysia. This will be following Onsite work model. Completes troubleshooting, repairs and rebuilds on engine products in a service workshop independently ...
... a team of customer service representatives. The ideal candidate will have at least 0.6 years of experience in the BPO industry, with a proven track record in team management and escalation handling. Responsibilities: - Team Leadership: - Lead and inspire a team of customer service representatives to achieve performance ...
Technical Support Team Lead – Adobe Products Hyderabad | Rotational/Night Shifts | BPO 3/4 | ₹9–12 LPA | Job Code: 411660 About the Role Lead from the front in a technical support environment where Adobe expertise meets exceptional customer experience. As a Team Lead, you'll guide a team of international voice and chat ...
... an experienced HR Operations Team Lead to manage international HR operations within a global shared services environment. The ideal candidate will have strong team leadership, client management, HR process knowledge, and hands-on experience with HR systems such as Workday, Darwin, and ServiceNow. The role involves overseeing ...