Team Leader - Customer Support

Job Title: Team Leader - Customer Support   About the Role We are looking for a customer-focused and performance-driven Team Leader – Customer Support (Voice) to lead and manage a team of customer support executives handling voice-based customer interactions. In this role, you will be responsible for driving team performance, ensuring high-quality customer service, improving operational efficiency, and maintaining service standards across customer interactions. You will work closely with operations, quality, training, and product teams to deliver an exceptional customer experience.   What You’ll Do Team Management & Leadership Lead, mentor, and manage a team of customer support executives Monitor team performance and ensure achievement of productivity and quality targets Conduct regular team huddles, one-on-one reviews, and performance feedback sessions Drive employee engagement, motivation, and team development initiatives Customer Support Operations Oversee day-to-day voice support operations and ensure smooth workflow management Ensure timely and effective resolution of customer queries and escalations Maintain high standards of customer satisfaction and service quality Handle critical customer escalations and provide resolution support Performance Monitoring & Reporting Track key operational metrics such as SLA, AHT, CSAT, FCR, productivity, and quality scores Prepare and review performance reports and dashboards Identify performance gaps and implement action plans for improvement Drive continuous process optimization and operational efficiency Quality & Compliance Management Ensure adherence to company policies, customer service standards, and compliance guidelines Work closely with quality and training teams to improve communication and process adherence Monitor call quality and provide coaching for process improvement Training & Development Support onboarding and training of new team members Conduct coaching sessions to improve communication, customer handling, and process knowledge Identify skill gaps and support learning and development initiatives Cross-Functional Collaboration Coordinate with operations, product, collections, and technical teams for issue resolution Share customer insights and feedback to improve products, processes, and customer experience Support implementation of new processes and operational initiatives What We’re Looking For Experience 3 to 6 years of experience in customer support, voice process, or contact center operations Minimum 1 to 2 years of experience in a Team Leader or supervisory role Experience in fintech, banking, e-commerce, or customer-centric industries preferred Leadership & People Management Strong team management and coaching abilities Proven ability to drive performance and team productivity Excellent conflict resolution and escalation handling skills Communication Skills Excellent verbal and interpersonal communication skills Strong customer handling and relationship management abilities Ability to manage difficult customer interactions professionally Operational & Analytical Skills Good understanding of contact center metrics such as SLA, CSAT, AHT, and FCR Experience with CRM tools, ticketing systems, and call management platforms Basic proficiency in Excel and reporting tools Problem-Solving & Execution Strong analytical and decision-making skills Ability to manage multiple priorities in fast-paced environments Strong ownership mindset and attention to detail Education Bachelor’s degree in any discipline Additional certifications in customer service or operations management are a plus   Nice to Have Experience managing voice support teams in fintech or financial services Exposure to process improvement and quality frameworks Multilingual communication skills Familiarity with workforce management and customer analytics tools   Why You’ll Love Working With Us Opportunity to lead high-impact customer support operations Collaborative and fast-paced work environment Strong career growth and leadership opportunities Exposure to modern customer experience and support technologies Performance-driven culture with learning and development support   Role Details Position: Team Leader – Customer Support Employment Type: Full-Time Experience Level: Mid-Level Location: Bengaluru, Karnataka (On-site)     Disclaimer: This job description is intended to outline the general nature and key responsibilities of the position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. The responsibilities and qualifications described may be subject to change, and other duties may be assigned as needed. Employment is at-will, meaning the employee or the employer may terminate the employment relationship at any time, with or without cause, and with or without notice. Data Utilization Disclaimer: By applying for this position, you acknowledge and agree that any personal data you provide may be used for recruitment and employment purposes. The data collected will be stored and processed in accordance with our privacy policy and applicable data protection laws. Your information will only be shared with relevant internal stakeholders and will not be disclosed to third parties without your consent, unless required by law.